Hi William Olivieri,
Your Issue is from the real world - and those are the things we should solve. We have to trust that is is the right date and time you add to a field - not trying to make numbers look good.
This is my scenario:
- I have a lot of Vendors working in my System. Some report back on Phone, some email, some uses web portal and some report in their own system and then data is send to our system through integration.
Missing an SLA could tricker a lower payment - so it is essential, that we need to deliver according to SLA/OLA to keep our customers happy - and to get the full payment.
So - now I am working as a technician for a vendor and I did fix my customers issue within SLA - HAPPY customer. It was tight - only 1 min left. But my phone is not working when I want to call the helpdesk, so I have to go to my car to charge it. When it is back online then the SLA is missed by 10 min when i finally get through the Phone queue. My boss is not happy since he will not get the full payment!
Could this have been solved - yes - and I think it already is, in the field service management application - since this must be a daily issue if it wasn´t.
All we need is to be able to set a stop condition named retroactive stop, copy the date/time field value to the stop/end time and then recalculate the SLA times.
We have to trust that this is used the right way.
Ernesto di Santo - I Hope you are able to share your script and I hope that someone from SLA or FSM team in ServiceNow can help.
Brian
