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.
Forum Discussion
Hi Oliver,
Were you looking to see which incidents were outside the SLA, or the average times between opening and closing?
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?
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.
- 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.
Thanks for the clarification, Oliver.
While we don't have an SLA measure yet for 'first-response-time', I will change this thread to an 'idea' for future enhancements.
