Forum Discussion

Oliver_TC's avatar
Oliver_TC
New Contributor
6 years ago

Response Time SLA?

Are there future plans to add a response time SLA to the Incident section of Service Desk product?    I'm surprised this isn't already a feature as it's quite standard across the industry.
AshC's avatar
AshC
Retired GoTo Contributor
6 years ago

Hi Oliver,

Were you looking to see which incidents were outside the SLA, or the average times between opening and closing?

  • Oliver_TC's avatar
    Oliver_TC
    New Contributor
    6 years ago

    Hi Ash,

     

    Neither. I need to set an SLA against the initial response to a ticket. So for example, a "Critical" ticket comes into Service desk at 1pm and I need to setup an SLA  to respond through the ticket system within 1 hour.

     

    Does that make sense?

    • AshC's avatar
      AshC
      Retired GoTo Contributor
      6 years ago

      If you were to set your critical incidents as a P2, you can then set that SLA for 1.0 hours under the SLA & Priorities area of the account.

      • Oliver_TC's avatar
        Oliver_TC
        New Contributor
        6 years ago
        But this is only for the resolution of a ticket, I need to hit both response and resolution SLAs as part of our business model.