SLA Response Time

[smurphy]

We have a Service Level Agreement that states the response/action times. These are times we respond and act either by telephone/email or by remote/onsite. I can see that there is a due date that can be entered which will flag the ticket if the due date goes past the end date but is there a way of setting a date when the ticket has been responded/actioned and the due date to monitor the responded/actioned date. This would be helpful as the ticket could be actioned within the SLA but the ticket may take days or weeks to be complete.

Many Thanks
Stephen

[Support Team]

Re: SLA Response Time

Hi Stephen,

You could set the initial due date to the "initial response time" SLA (e.g. 3 hours), so you will have tighter tracking of the ticket up to this point. Once you perform the initial response by telephone/email or other method, you can add a History Note documenting this interaction, and then update the due date to monitor the ticket until completion.

Note that you may also consider adding an ad-hoc task for the initial response, with reminders, which will pop-up to remind you if the response is late. When the reaction is performed, you can set the task as Done, which can automatically add a History Note to the ticket.

HTH

Dina