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Forum Discussion

Oliver_TC's avatar
Oliver_TC
New Contributor
7 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.

5 Replies

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

    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.

  • Oliver_TC's avatar
    Oliver_TC
    New Contributor
    7 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.
  • AshC's avatar
    AshC
    Retired GoTo Contributor
    7 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
    7 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
    7 years ago

    Hi Oliver,

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