SLA start with incoming Call or Interaction (agent workspace)

[wsche]

Dear Community, we have a customer request that the SLA should start with the Service Desk Call, if the call generates an Incident. 

Same issue, when we use Agent Workspace and it is an incoming "Interaction".

But it should work both ways, either with an incoming call/interaction or with the open Incident. 

All ways should trigger the SLA to start.

Any Ideas how to do this?

Thank you! best

[Kevin133]

Is there some reason that your calls are taking so long that you cant just start your SLA's once the Incident is created. I mean, that is really what you are measuring, right?

Also, you can just create one SLA for Calls (Measure duration or expected duration of call i.e. 5 mins)

One SLA for Interactions (Measure duration or expected duration of interaction i.e. 7 mins)

and One SLA for your Resolution and Response times of your Incident (i.e. 3 business days, and 12 hours respectively)

---------OR---------

you could get really crazy and add a field to your Incident, Populate the create time of the associated call or interaction there. Then for your Incident SLA, use the "Retroactive Start" option and set it based on the new field you set.

[wsche]

... It is an off the rails request by the client. 

Thank you, i think we will add the field and work with a business rule.It might be the best and easiest solution...