Dynamic SLA Reporting
Our team realized that when changing a priority level on a ticket, the corresponding SLA does not get updated alongside the priority level.
For example, if a ticket comes in and is marked as Urgent, but we later realize the priority should actually be Normal we will update that field on the ticket. Unfortunately once the priority is updated on the ticket, the SLA schedule will still be corresponding with the Urgent priority level, and vice versa.
I think it would be a great feature to add so that the SLA schedules correspond with the priority level regardless of the original value set.
We do support this, it should work exactly as you describe. I recommend you get in touch with our support team and they can help troubleshoot.
@... If we change a ticket from high to normal priority, we were told it will be reflected against the "high" priority in reporting. Is this accurate? That is what is most important to us as we are tracking our KPI's. The UI might change from high to normal and the timing display will be on par... but on the back end, it's still counting as "high" (according to the info I was given on 8/17/21 when I opened a ticket about this). Thanks for the assistance!
Thank you for the additional clarification! I'll look into this.
@... Following up on this to see if any new discoveries were made or if this is going to be added to the ZD roadmap. Thanks!
My understanding is if the SLA metric has been completed, then changing the priority will not go back and recalculate the SLA metric, but someone at ZD can correct me if I’m wrong.
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