Alerts SLAs -> Ranks

[magic7s]

In the above examples there are different SLAs for each Priority level, because you want a different expiration time for each priority. If you can only apply ONE SLA to a user, how does a ticket *automatically* get the correct SLA level. The assumption is that no one is looking at these tickets hence the need for escalation so manually assigning a ticket with an SLA does not work.


Here is how I think it should look... (wish list for ver 4?)
SLA Name: Gold
-Priority (Critical) Unassigned = Time 15 minutes
-Priority (Critical) Assigned = Time 30 minutes
-Priority (Low) Unassigned = Time 60 minutes
-Priority (Low) Assigned = Time 120 minutes
SLA Name: Silver
-Priority (Critical) = Time 30 minutes
-Priority (Low) = Time 120 minutes
Actions:
Send Alert to shift lead = 1 Minute overdue for SLA Gold, Silver
Send Alert to Manager = 20 Minutes overdue for SLA Gold
Send Alert to Manager = 40 Minutes overdue for SLA Silver

Then you set your user to Gold or Silver.

Alerts can/should be user defined. An alert template that gets applied to the action above. For example an email template.
You can have all the same actions to tickets as currently, I am just asking for a direct way to email or SMS without having to change something on the ticket.

Also alerts they way they are currently implemented only allow you to send to a single person (Private) or Everyone (Public). But if you want to send to just two or three people it is hard. I had to create a dummy user that has an email address of a group distribution list and set personal alerts there.

[Mikie]

I dont think an SLA is of any importance. We answer ticket within 5min of submission 24/7. That does away with all of the above. No need for SLA. Its a feature we never use, period.

[Jamie Edwards]

Hi magic7s,

I split your post from the other thread into the Feature Requests forum.

[gdigrego]

Hello,

We need also to be able to define inside the same SLA plan different response time according to the priority of the ticket. Is this feature already considered for V4? I could not find such feature in the V4 feature requests forums.

Thanks.