cjbengtsson
10-25-2007, 03:04 PM
Taking the opportunity here to give my view on a new SLA module.
I am currently working in 2.7 so I might have missed some but this is what I need.
This can't be done in 2.7 for sure for several reasons.
Will this be possible in 4.0?
Possible to have one general SLA for all queues.
Example settings:
Priority 1 | 24x7 | time to solution 24h | 7 days per week
Priority 2 | office hours | time to solution 7 workdays | 7 days per week
Priority 3 | office hours | time to solution 1 month | 5 days per week
Priority 4 | office hours | time to solution infinite | 5 days per week
Priority 5 | office hours | time to solution 10 workdays from specific date
(priority 5 starts counting when hardware is received at factory)
Escalation mails sent:
When opening priority 1
When priority 2 is 50%
When priority 3 is old
When downgrading priority 1 to 2 (and the other way around)
When downgrading priority 2 to 3 (and the other way around)
When downgrading priority 3 to 4 (and the other way around)
When priority 5 is 4 days from end
I am currently working in 2.7 so I might have missed some but this is what I need.
This can't be done in 2.7 for sure for several reasons.
Will this be possible in 4.0?
Possible to have one general SLA for all queues.
Example settings:
Priority 1 | 24x7 | time to solution 24h | 7 days per week
Priority 2 | office hours | time to solution 7 workdays | 7 days per week
Priority 3 | office hours | time to solution 1 month | 5 days per week
Priority 4 | office hours | time to solution infinite | 5 days per week
Priority 5 | office hours | time to solution 10 workdays from specific date
(priority 5 starts counting when hardware is received at factory)
Escalation mails sent:
When opening priority 1
When priority 2 is 50%
When priority 3 is old
When downgrading priority 1 to 2 (and the other way around)
When downgrading priority 2 to 3 (and the other way around)
When downgrading priority 3 to 4 (and the other way around)
When priority 5 is 4 days from end