SLA: Resolution on first call

Jason Rooney
Tera Contributor

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 

2 REPLIES 2

Tony Chatfield1
Kilo Patron

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.

AndersBGS
Tera Patron
Tera Patron

Hi @Jason Rooney , 

 

This is incorrect utilization of the SLA configuration. SLA is utilized to track specific time against some task definition. 

 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

 

best regards

Anders 

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/