SLA based on customer workshift

[eric.d]

Hi,

I have done a lot of research but I have not found a solution that meets my needs.

  I am a national-wide service provider and I need my SLAs to be based on my customers workshift and not mine. Has anyone found a way to do this.

Service contracts cannot meet my needs directly because I have several thousand customers, therefore several thousand workshift with each at least 3 priorities. It would be too much management created and manage that afterwards.

The only thing I need is the SLA look at the Ticket or Customer or Organization workshift (one of them I will manage) instead of Service Type workshift.

 Thank's !

  Eric

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CTO
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[Brian Mathato]

Hi Eric,

There might a simple solution to your issue, probably something you just overlooked ;-)

When you are defining a Service Type (SLA), there are two of the fields you will need to use in order for your requirement to be met, namely: 'Timezone' and 'Use End User's Timezone'.

You might also want to install the 'sla_workshift_override' option

See:

https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-2/administering/administering-ca-service-desk-manager/manage-service-type-and-service-type-events.html




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Kind Regards,
Brian
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[eric.d]

Hi Brian,

Unfortunately, the timezone flag use only the timezone of the customer, not his workshift... the flag I would like to have would be "Use customer workshift (schedule)".

​Regards,

 Eric

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