SLA breach reasons
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03-06-2018 08:45 AM
Looking to perform some analytics on SLA breaches and was wondering if there is out of the box functionality or field for fulfillers to indicate SLA breach reason each time a breach occurs.
Right now our solution is to create a field on each form.
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Service Level Management
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03-07-2018 04:22 AM
This would depend on what your SLA definitions are set to.
An SLA breach reason will be due to the conditions in your definition not being met.
If there is a particular reason e.g. call sat with resolver team for too long, i'm not sure you can fulfill that without a field and using reporting.
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03-12-2018 08:06 AM
Understood that the SLA conditions will explain why the SLA technically is marked as breached by the system. What I'm looking for is an out of the box field that the teams can provide a note or an explanation why they breached.
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03-12-2018 09:37 AM
I doubt there is to be honest.
You might have to create a field and separate UI policy so that it can be completed when SLA Status = breached.
You could then report on this like any other field.
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03-07-2018 04:35 AM
HI,
OOB there is now field which will show you why SLA Is breached. There can be various reason this may have happened.
1) May be there is No Assigned to present i.e. assigned to is empty.
2) Assigned to have not work on this. Etc
Thanks,
Ashutosh Munot
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