SLA, Groups, Severity Options

[Brendan.main]

At the moment you need to create a seperate SLA for each severity and asign it a resolution time.
There needs to be the SLA and under the SLA you need to be able to create as many severity's and be able to add fields like response time.

At the moment i have to create an SLA called severity 1, severity 2 and so on under SLA which isn't right becuase it isn't an SLA but this is the only way i can get a severity 1 - critical ticket to specify a time that i want the critical ticket to be resolved in.

The way that kayako is setup from a Group view at the moment and using different severity's as SLA is wrong because you can only choose one SLA under each group.

Response time - Add status called Pending
(This would be something like 20 minutes which would be in a pending status not holding, so when the call is logged you have 20 minutes to respond to the ticket and move the ticket to the open status)

Also you should be able to apply a priority to each severity part under the one SLA. For example:
*Severity 1 would be critical which would be assigned to SLA(A)
-Response time 20 minutes
-Resolution time 2 hours
-SLA report - SLA(A)
*Severity 2 would be High which would be assigned to SLA (A) as well and so on.
-Response time 1 minutes
-Resolution time 4 hours
-SLA report - SLA(A)

You can pick how long the ticket will be open for. (example 2 hours)
So a critical ticket will be submitted and will be assigned to the pending status and will count down from 20 minutes to 0 and then will go to overdue or be escalated to open status and a 2 hour timer will then count down once in the open status.

Once the ticket is closed it will still be marked as assigned to this SLA so that when a SLA report is ran it will show up as assigned to the SLA not "No SLA" like it does now in Kayako.
You will then be able to assign this SLA to a group that will have all the users assigned to this group.


You should then be able to pick a schedule under the one SLA for severity 1.
For example:
SLA(A)
severity 1 - 24 hours x 7 days x 365 days
severity 2 - 12 hours x 6 days x 365 days

In conslusion it should look like this:
Company A (Group) assigned to SLA(A)
SLA (A)
-severity 1 - critical - 24 hours x 7 days x 365 days
(Respose time 20 min-pending, Resolution time 2 hours-open)
After 20 min escalate to open, After 2 hours goto overdue.

With each SLA you could be able to set a time limit that if a resolution for severity 1 goes over 2 hours then the SLA % decreases with respect to the time limit.
So if i am aloud at maximum to go over the SLA time by 4 hours per month and i resolve a problem after 2.5 hours then i would only have 3.5 hours left for the month that i was aloud to go over the SLA time provided.
This would also allow proper calculation of SLA %.

I hope all of you that read this and are having trouble with SLA's put great reviews for this so that we can get this pushed to the top of the list so then can be put in the stable build for everyone to use as i am sure i am not the only one getting a headache with the SLA setup.

Just a quick mention we are a web hosting company and need this for our clients to submit problems.

Kayako would be awesome if these features were implemented.

If anyone would like me to add to this please feel free to email me at brendan.main@atomicmedia.com and i will add more info.

[Siora]

This whole issue can be resolved if Kayako implements multi-select drop down .

[Brendan.main]

Would you agree that this is a good solution to true SLA setup and how it should be done?

[Siora]

Its been brought up already...search the FR section and add your support to my thread.

[Brendan.main]

Could you please provide me the thread

[Siora]

It appears you already posted in that thread. Its not a good idea to create multiple threads for issues that have already been mentioned.