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.