SLA Help

[emrn_2007]

Hi,

I am configuring SLA's for a client, The client would like a initial response SLA and would like a temporary resolution SLA I have implemented this, however the client wants to implement another SLA that would be permanent fix SLA on the same incident how would I implement this I know how to create the SLA, should be on Service offerings or can I do so the permanent SLA starts when the Temp one is resolved?

[Mark Manders]

Question is why to have a 'temporary sla'. If your SLA runs on the Service Offering and the service offering changes, the current one should be canceled and a new one should start (starting retroactive on 'created').

If it really is necessary, you can create a new one, starting, for instance, when the incident moves to resolved, getting all the correct data and starting on 'created' (and then do something else with the temp one).

But it moves away from the purpose of an SLA: this sounds like something for reporting purposes instead of how fast a ticket needs to be resolved. What's there business case for this requirement?

[AndersBGS]

Hi @emrn_2007 ,

I would recommend to have an response SLA and a temporary resolution SLA on the incident table. the temp SLA should only be completed if incident is not solved with permanently resolved. Afterwards you create a two permanent SLAs - On on the incident table and one on the problem table. The one on the incident table should only be completed if the incident is resolved permanently. Be doing like this, you will have an SLA for permanently resolution and an SLA for workaround resolution. 

Incidents that is resolved by a temp solution should according to best practice be created as a problem for further investigation and to locate a permanent solution. Also note, that it's not best practice to create an SLA for problem management, as problem management is not about how fast you can resolve the problem, but more about finding the right solution.

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

Best regards

Anders