I would like to ask how should we combine our usage of Incidents & Problems, with our SLA policies?
Let's say, for example, that we have SLA set up with a certain maximum time between replies.
When we link an incident to a problem ticket, my assumption is that we're expected to work on the Problem ticket from that point on. Posting comments, updates, and so on.
But other than the eventual solving of the Problem ticket, nothing is propagated to the linked incidents. So, as a result, these incident tickets breach their SLA (because they're not being updated - the Problem tickets are being updated instead).
I hoped that there's a way to make SLA ignore incident tickets that were linked to a problem, but unfortunately, I found no way to add such a filter.
Not as a trigger either. I couldn't find any built-in automated way to identify whether an incident ticket is linked to a problem or not.
Closest thing we could do at this point is add a Macro that adds a tag to the incident ticket, which then the SLA filter can ignore. But this hardly feels like the right way to go about this, and it requires an extra manual step from our agents.
Is there a better / more correct way to make this work?
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