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New Contributor

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.

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5 REPLIES 5
LogMeIn Contributor

Re: Response Time SLA?

Hi Oliver,

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

New Contributor

Re: Response Time SLA?

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?

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LogMeIn Contributor

Re: Response Time SLA?

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.

New Contributor

Re: Response Time SLA?

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.
LogMeIn Contributor

Re: Response Time SLA?

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.