SLA: Resolution on first call
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10-03-2023 09:26 AM
Team!
I need help creating an SLA for resolution on first call.
Reassignmed count = 0
or Open by = Resolved by.
The problem is setting a NO Time limt.
TIA
- Jason
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10-03-2023 04:59 PM
Hi, can you clarify the meaning of 'setting a NO Time limt' ?
SLA's are designed to track time against a predefined milestone/date time, and tracking against an undefined value would add questionable value to the business. Perhaps an OLA with a token resolution time of X hours would be a suitable solution?
If not perhaps you could clarify your business requirements\objectives so that the community can better understand your issue\question.
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10-03-2023 11:02 PM
Hi @Jason Rooney ,
This is incorrect utilization of the SLA configuration. SLA is utilized to track specific time against some task definition.
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best regards
Anders
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Best regards
Anders
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