Proper SLA methodology with Incidents & Problems?
Hi,
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?
Thanks,
Eitan
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Thanks for the question, Eitan.
The only way to communicate comments from a problem ticket over to Incident tickets is to add a comment along with submitting the ticket as Solved. I understand that this may not be the ideal workflow, but the only workaround would be to make sure the SLA Target is no longer tracked.
The only way to accomplish this would be to utilize the macro you are mentioning. If you had a condition in your SLA Policy to say 'Ticket Tag contains none of the following (Tag)' and then apply that tag with a macro upon linking to the incident, you'd be set.
I apologize for the inconvenience associated with this!
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Eitan
In terms of configuring SLAs to exclude Incident tickets, you should find that filter with the SLA definition:
Does that sound like a help?
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