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SLA Question

Created: 11 Jun 2012 | 1 comment

I have a question on SLA's.  The way I think the ServiceDesk SLA's are working out of the box is that the SLA does not end till the resolution is verified and the ticket is actually at the "Closed" status.  If there a way to change this so the SLA ends at the time the technician resolves the ticket and the status goes to "Resolved"?

Version - 7.1.2

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nazareth's picture

     I have been working on a workaround to this as well, with little luck. The best solution I could come up with to get accurate numbers for reporting our stats is to export (.xls) all tickets generated in a time period and then calculate the SLA status from the start and end dates. There is probably a better way. If anyone knows of one I would really appreciate them sharing that knowledge.

      SLA reporting will simply not work with any of the out of box reports in the current release, so we are told. The problem, from what I have been able to gather, stems from some confusion over OLA and SLA. Sometimes the workflow writes or reads from SLA other times it does so from OLA. The reports then have no consistent place to read this data from.

     Please correct me if I am wrong on any of the above.