Enhance SLA so can use custom field and not the system priority field to trigger SLA

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  • Susan Maher
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    We have a custom field called severity and base our SLAs on that field.  We use Priority as a secondary field because it is there and does things automatically.  The thing is that we have to set a policy for each value of the Severity field.  So we have a Policy for Sev 1, 2, etc. 

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  • Sana Stephens
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    Hi Susan,

    Thank you for your comment. We also have a Severity custom field 1 - 4 but since we can't link it directly to the SLA, we linked it to the 4 priority options all in 1 SLA.  I thought of doing something similar, a separate SLA for each severity but wasn't sure how to set it up to work correctly and trigger the correct SLA.

    Can you provide more detail on how you setup the SLA with your severity field and priority, because I'd like to see if I can implement the same or something similar that would work for us.

    Best,

    Sana

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  • Susan Maher
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    Sana, the way we work is that Severity determines Urgency of the issue while Priority determines order in which we work the issue once once it is determined it is a problem.  Severity is set by the customer while severity is set by us.  

    Understanding this then we set up 4 Policies, one for each severity as follows: 

     

    I have several conditions because I have a rather complex SLA system.  We have different SLAs for Enhancement requests.  I am also implementing a way to manually manipulate SLAs when customer's request that we do not contact them for a specific period of time and we do not want to breach.  We also do not set SLA for internal tickets.  Below are the timings

    So the way we use Priority is that within each policy we will respond faster to the higher Priorities and slower to the lower priorities.  The criteria is the same in all policies.  Below is my response table

     

    I hope this helps.

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