ServiceDesk

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  • 1.  Service Desk SLA's

    Posted Apr 10, 2012 11:27 AM

    There's no doubt that SLA's in Service Desk is perhaps one of the weakest aspects of this product. It's difficult to trace how it works, email reminder notifications don't work out of the box without some modifications (at least for us), incidents put on hold and released is still broken after it has been reportedly fixed and there's probably a few more I'm forgetting. The product manager informed me that they're working on making SLA's more flexible in the next release but I can't really see how with the way the workflows are designed.

    I'm just curious how others have dealt with SLA's? Here's what I've done for my company:

    • SLA's for the IT team are set to normal for others default to a year. Did this by doing a matches rule on the first level classification. This works fine if the incident is submitted using a form but by email everything defaults to the IS team SLA's time
    • Changed the SLA reminder notifications to send an email instead of calling the sd.emailservices web service since it wasn't working for us 
    • Escalated incidents caused by SLA's go to the group queue lead by modifying the SD.RoutingRules workflow and doing a matches rule on the classification

    SLA's still doesn't work the way we want it to and I haven't really solved how moving an incident to the IS team to another group would reset the SLA to a year (probably another SLA Setup call) but haven't had the time to truly work on it. Sorry if this sounds like a rant but there really is no documentation on how it works and in the customization guide all it talks about is how to change the times which doesn't really help.