Need helps with mechanism to use either SLA or something else
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07-27-2023 04:47 PM
I have a request from a user to create a SLA that has a timer set to trigger when the state is ‘Waiting-Client’ and the assignment group starts with something use use internally. He wants a timer set to find out how long it takes on tickets for the customer to respond to the ticket so they have information on customers that answer tickets in a non-timely fashion. I don’t think that is what an SLA is for. This is not really a service level agreement issue. This is a response from the customer issue. Does anyone have an idea of something I could use for this. It could be something very simple that they can report on. Basically they want a timer set that will show when the ticket was put in the state of Waiting-Client then when it goes off of waiting client (when answered by the client). Any thoughts on what I could use? Maybe a Flow that triggers on the conditions and a stop when it reaches the other condition then put something on a field with the time (not shown on form but reportable. Thoughts?
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07-27-2023 05:29 PM
Hi, I would consider this to be a valid OLA requirement. Exactly how you do this will be 100% dependent on the requirements and your operational environment,
Aat it's simplest have you tried an SLA\OLA with trigger condition of state IS 'waiting for Client' and stop (or reset) condition is something like 'Updated by' IS SAME as 'Caller.User ID' (caller.user_name)
Duration could be set at whatever is considered reasonable as the value\intention would not be the breach time but the overall business elapsed time when the condition is finally met.
