SLA

[SaswatiC]

Hi All,

Kindly help to understand how SLA task should ideally be calculated for Problem tickets when a Problem gets reopened and reworked to provide fix.

Thanks

[Dr Atul G- LNG]

Give a try and share feedback.

[Robbie]

Hi @SaswatiC,

A common question and something to handle for all processes, not just Problem.

I'd suggest cxreating a new SLA definition for the 'Re Open' or 'Re-Analyze' use case.

For the conditions, see the below screen-shot - note you'll need to make sure you make sure the 'Re-open' count is greater than one so the SLA doesn't trigger every time a Problem record enters the 'Root cause analysis' state.

The reason to create a new SLA for this is to allow reporting on these use cases.

Things to consider - do you have an overall Problem resolution SLA? Are you going to create a new one of these as well so as to ensure the new overall Resolution time is reportable?  Don't forget to check the 'Retroactive start' in this use case.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

Thanks, Robbie

[SaswatiC]

Thank you Robbie, your response was great indeed.

[Robbie]

No worries at all.

Have a great day and let me know if you require any help.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

Thanks, Robbie