question Can we configure SLAs and advanced work assignment together? Yes or NO in ITSM forum

Can we configure SLAs and advanced work assignment together? Yes or NO

KM SN — Thu, 15 Feb 2024 05:10:16 GMT

Can we configure SLAs and advanced work assignment together? Yes or NO
How its going to work if we do both together? any impact? any considerations we need to consider?

Re: Can we configure SLAs and advanced work assignment together? Yes or NO

Sharanya Hegde2 — Thu, 15 Feb 2024 09:10:19 GMT

Hi Mani,

We had a similar requirement and it was working as expected. You can configure Queues and Service Channels to assign tickets to an agent. Job of AWA completes soon agents are assigned tickets.

Post that, response and resolution SLAs can be configured as per the business need.

Their functionalities do not conflict with each other.

Kindly upvote the response if it helps!

Thanks,

Sharanya

Re: Can we configure SLAs and advanced work assignment together? Yes or NO

Dr Atul G- LNG — Thu, 15 Feb 2024 11:54:29 GMT

Hi @KM SN

No. AWA is used to assign the incident and SLA is to check the time lines if incident has assigned to or not.

After AWA done its job, we can use SLA.

Re: Can we configure SLAs and advanced work assignment together? Yes or NO

KM SN — Thu, 15 Feb 2024 17:12:50 GMT

What's the purpose of response SLA when we are filling assigned to value through AWA?

seems it doesn't serve the purpose for what it made for right?

Re: Can we configure SLAs and advanced work assignment together? Yes or NO

KM SN — Thu, 15 Feb 2024 17:13:49 GMT

What's the purpose of response SLA when we are filling assigned to value through AWA?

seems it doesn't serve the purpose for what it made for right??

Re: Can we configure SLAs and advanced work assignment together? Yes or NO

AshishKM — Thu, 15 Feb 2024 17:35:15 GMT

Hi @KM SN

Agreed with @Sharanya Hegde2, both items can be configure simultaneously without conflict.

AWA's main job to allocate newly created record to assignment group/assignee ( as configured ).

SLA's main task start after that "How efficient" team is resolving the case. It's known that response SLA record will not create for any automate assignment process. ( because SLA start condition bypassed )

Response SLA still, good to have, in case AWA fails , the native logic will apply and team will be get notification to response the case.

-Thanks,

AshishKM

Re: Can we configure SLAs and advanced work assignment together? Yes or NO

Sharanya Hegde2 — Fri, 16 Feb 2024 07:25:40 GMT

Indeed @AshishKM,

We had faced some cases of AWA failing to assign tickets, just because the tickets got created outside the Queue schedules.

In such scenarios, SLAs do come in very handy to measure the ticket response time.

Thanks,

Sharanya

Re: Can we configure SLAs and advanced work assignment together? Yes or NO

Sharanya Hegde2 — Fri, 16 Feb 2024 07:29:44 GMT

Indeed @AshishKMishra

@KM SN - We had faced some cases of AWA failing to assign tickets, just because the tickets got created outside the Queue schedules.

In such scenarios, SLAs do come in very handy to measure the ticket response time.

Thanks,

Sharanya