OLAs/SLAs on KFT tickets
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12-14-2023 04:55 AM
We're in the process of establishing an OLA for knowledge feedback task tickets. I am wondering what OLAs or SLAs others have in place at their respective companies just to get an idea. Thanks!
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12-14-2023 05:25 AM
I have set 2 SLA's ,
1st one is an acknowledgement SLA and is set to 7 business days or ~9 calendar days. To satisfy this SLA , status must change from "New" to something else within the 7 business days
2nd SLA is the "Resolution" SLA which is set to 21 business days , ~29 calendar days. This SLA does not trigger until the acknowledgement SLA is satisfied.
I am considering reducing the Resolution SLA to 14 business days at some point in 2024.
Hopefully this helps
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12-16-2023 01:04 PM
We are just about to implement an SLA in our organization. I believe we will be using 14 days for resolution. For the way we work, we place a low priority on the KFT tickets and assume that they will be resolved once they are looked at, so no need for an acknowledgement SLA. Annual review of a knowledge article is also something we do but have a 28 day resolution SLA planned for that.
