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!

[Lon Landry2]

Hi shariq,

Since you have had success with this I thought you may know the solution I require.

We added a custom field for Next SLA Due.

I can populate the field with next Response SLA Due or next Resolution SLA Due.

But I cannot seem to meet the customer requirements of having the custom field populate with current sla_due Resolution when sla_due Response expires.

This is the script I am currently using in a Before business rule.

(function executeRule(current, previous /*null when async*/) {
var gr = new GlideRecord("task_sla");
gr.addQuery("task", current.sys_id);
//gr.addQuery("stage", "in_progress");

gr.addQuery("sla.target", 'Response');
if (gr.next()) {
current.sla_due = current.Response <= current.Resolution() ;
gr.addQuery("sla.target", 'Resolution');
}
gr.query();

if (gr.next()) {
current.sla_due = gr.planned_end_time;
}
update();
})(current, previous);

Any ideas on how to get sla_due Response / Resolution to toggle?

[danielbilling]

Hi Lisa,

there are a couple of architectural /process things to consider when setting up Response SLA.

First discuss with process manager on the process activities related to response.

then you need to translate into a tool procedure (eg start/paus/stop condition) like a status change.

some additional aspects.

- Do you want 1 response per ticket or response per assignment group

- Do you want to have response on "reopened" tickets

- Do you need to have response sla starting from created time stamp or from opened time stamp

[Kat4]

Hi - I don't want a Response SLA to restart when I re-open Incident from Resolved, how do I that?

[lisawhimperley]

Thanks for all of your responses! 

I will require a response SLA only for the first line team to pick up the incident initially. So ideally this will run from the created timestamp.

I assume I set up another SLA for each priority and define the timing, how do I define that this is a response SLA and not a resolution SLA please?

This is what I have set up, up to now but I need to get my conditions right?! I have guessed for the below.

[danielbilling]

Hi Lisa,

Seems like your on Service level agreements, try to navigate to SLA definitions.

....OR are you using customer service management application?