Hello Community!
At our organization we have 1 priority matrix for P1s-P4s and classify P1s and P2s as "major incidents." When a P1 or P2 is saved there is an auto-proposal to major incident that happens and the MI is either accepted or rejected.
I am curious how everyone has 'response time' SLA configured for major incidents? Is the SLA definition the standard, incident created to incident assigned to an individual or do other variables take precedence when there is a major incident such as the duration from major incident proposed to major incident accepted - is that your 'response time'? What about incident input channels - do you exclude alerts and/or email from response time and/or resolution time SLAs?
Thank you!
