Hi Everyone,
I hope your day is going well.
I am currently working on designing Incident SLAs where the Incident Tasks also need to be considered. Following is the proposed architecture:
There is one Incident assigned to Windows Support and one Incident Task to Network Support under same Incident. In case Network Support puts the Incident Task on hold (due to vendor activity or caller response), the SLA running on the Incident should also get paused. There are few challenges here to design this behaviour that have been identified so far:
1. Incident Task will always be created after the Incident and Retroactive start of Incident Task likely cannot start from when the Incident was created.
2. There is no OOB field on Incident that stores the Incident Task. Even if I create a List field the same cannot be used during the SLA designing as it is considered as a string field.
3. A reference field referencing the Incident Task cannot be created on Incident, since one Incident might have more than one Incident Tasks.
4. SLAs cannot be driven from Incident Tasks alone since not all Incidents will have Incident Tasks.
I would like to know how are you designing your Incident SLAs and what is the recommended way? I believe many organizations likely had this requirement and same can be used for Problem space as well.
Looking forward to hear from you. Thank you!
Regards,
Rana
