Response SLA for Service Requests
We are well into a discussion of SLA response times and getting buy in from the client and their users, and I have recently realized that although SLAs for Incidents can have response SLA as well as resolve SLA's, for some very strange reason I don't understand at all, Service Requests do not have response SLA's, only Resolve SLA's.
It strikes me as completely unreasonable that we would want to track response times on incidents but not on service requests, so this difference between the function of the modules mystifies me.
As well, there is a rule in the SLA section of the configuration tool that seems to say 'if the Service Category is: X' then apply response and resolve times Y, however when we configured it and created a service request of category X no such SLA was actually applied. Perhaps you should remove this criteria if the SLA criteria only get applied to Incidents as it is highly misleading.
I need to know when (hopefully not if) you are going to harmonize the way SLA's work between incidents and service requests so that we can apply response SLA's to service requests.
Thanks
/kdl
It strikes me as completely unreasonable that we would want to track response times on incidents but not on service requests, so this difference between the function of the modules mystifies me.
As well, there is a rule in the SLA section of the configuration tool that seems to say 'if the Service Category is: X' then apply response and resolve times Y, however when we configured it and created a service request of category X no such SLA was actually applied. Perhaps you should remove this criteria if the SLA criteria only get applied to Incidents as it is highly misleading.
I need to know when (hopefully not if) you are going to harmonize the way SLA's work between incidents and service requests so that we can apply response SLA's to service requests.
Thanks
/kdl