ServiceDesk

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  • 1.  ServiceDesk SLA per technician/group.

    Posted Apr 22, 2015 03:08 AM

    Hi Guys!

    Is SLA per technician or group posible? If NO, why? If YES, how?

    Thanks!



  • 2.  RE: ServiceDesk SLA per technician/group.

    Posted Apr 28, 2015 08:37 AM

    An SLA normally gets set on a ticket based on priority, but if you were willing to do a custom workflow and have a rule to initiate that workflow on on ticket assignment, I don't see why you wouldn't be able to set it based on who it is assigned to.

    In your workflow, (based on the send to workflow template) you'd just need some component to identify the different assigned queue names and then another component to set the SLA however you desire. The first component could be something like a "Text contains multiple text rule" comparing against the incident's currently assigned queue value. For the second component, you'd need to use a "Set SLA" component.



  • 3.  RE: ServiceDesk SLA per technician/group.

    Posted Jun 26, 2015 01:25 PM

    Hi Marilou,

    You can do with Automation Process, like the image:

    SLA per Group.PNG

    Regards,