How to set up a response SLA?

[lisawhimperley]

How to set up a response SLA?  Do I need a plugin for this?

I already have SLAs set up for resolution, but I would also like an SLA for first line response. 

Please provide detailed instructions, if possible!

[dharanikumar]

Hi , 

Please check the below screenshot for response this is an example. Based upon the priority the response time will vary. Depends upon the organisation matrix.

Response SLA with start conditions:

End Conditions:

[Boyan1]

Hello, 

For setting up response SLA, there is no need of plugin. You can achieve via configuration of new SLA definitions. They will start upon ticket submission and complete whenever the stop conditions are defined. On top of this you can add field in contract_sla table, named SLA type, for example, in it you can define two values - 'Resolution' and 'Response'. Later they can be used for proper reporting of the SLA targets.

This is just a high level idea of how you can setup response targets. If you provide more details for what you consider as first line response, I can check the actual SLA conditions that need to be configured.

Best regards,

Boyan

[Vijay Balotia1]

Hi,

Response SLA is aslo be the same as set up the resolution SLA, The only difference between resolution and response SLA is there start, stop condition and there response and resolution timing. 

response SLA time will be lesser the resolution time.

[Sharique Azim]

Hi,

In our instance, we created a choice list field,whose change in value  indicates the ticket has been responded .. SLA conditions configured accordingly.