What am i doing wrong? SLA settings... Please help!!

[joshuah]

Dear All,

I am having abit of a problem with the SLA system…. Just wondering if someone can help maybe iam doing something wrong….

Department1 has an SLA setup for 4 business hours which ties in with the schedule of mon-fri 9:00am – 5:00pm

I also have an escalation rule setup in which when the ticket goes overdue (4 hour SLA) it will be set to the priority ‘escalated’

Now that is when the problem begins… if I have the SLA plan set to be associated with ‘all ticket priorities’ (including the priority escalated) it will reset the countdown for the due time to another 4 business hours which is not logical, right? Especially when the helpdesk receives a potential of 250 new tickets per day (not including the tickets where customers reply and it goes back into the ‘open’ status)

Now what I then tried was to edit the SLA plan by not including the priority of “escalated” (so all other priorities are affected by the SLA except for the 4hr SLA)

Now the problem with this is… say a ticket is flagged as ‘overdue’ and the escalation rule changes the priority to ‘escalated’ and then one of our staff reply it goes on hold, but when the customer replies back there is NO SLA flagged onto the ticket? Right? So then the system will use the ‘default overdue hours’ which is also set to 4hours (but the problem here is, there is NO working hour schedule tied in with the default overdue hours)… so the problem iam running into is as follows:

1)ticket is marked as overdue (as not replied to within SLA) and priority changed to ‘escalated’
2)staff replies to the ticket and goes on hold and retains priority of ‘escalated’
3)customer replies at say 4:48pm (within working hours) the system will set the due time to 8:48PM which becomes a problem, right?

Maybe I am doing something wrong, but your help in resolving this issue would be great J