Hello
As described, the "set_sla_evt_open_date' takes the open date instead of the current date into account,
when calculating the fire-time of the new Service Type events.
This might be a bit too short sighted. I see two questions to discuss here:
1.)
Using the open date of the ticket as the start date for the fire-time calculation, depends on the contract and service agreement with your end users.
It doesn't need to be necessarily the open date !
For example:
part of your incident process is a triage phase, where the ticket gets evaluated. It gets filled up with necessary information, and assigned to the appropriate group.
Part of the triage phase is setting the appropriate Service Type for this ticket.
The triage phase must not be necessarily part of your SLA.
Having this kind of process and SLA definition, not the open date , but the date at the end of the triage phase should be the starting point of fire time calculation.
2.)
Even though if Paul would say, okay , I use the open date as my starting time, as I don't have any other capability to use,
He might ask, whats about all the "on-hold" times in previous phases of the ticket.
They should be taken into account for the new Service Type fire-time calculation.
I see two missing capabilities here
- being able to specify the start time for fire-time calculation of Service Type events, other than now or open_date.
- taking the past "on-hold" times into account in fire-time calculation.
That said, I have no idea how to configure this approach in SDM in its current version.
Sure, I can think of customization of course, but ... well...
Wondering if others see a lack of functionality here as well. Might be worth an idea?
Best Regards
.................Michael
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Principal Services Consultant
HCL Enterprise Studio
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Original Message:
Sent: 08-22-2019 02:54 AM
From: Jacques Geldenhuys
Subject: Service Type
Hi Paul
Look at the option 'set_sla_evt_open_date' in Service Desk located per below, this set the 'open date' as the start of an SLA, any change in Service Type should use the 'Open Date' of the ticket
Service Desk --> Administration Tab --> Options Manager --> Request-Change --> set_sla_evt_open_date
Hope this helps
Jacques
Original Message:
Sent: 08-21-2019 10:09 AM
From: Paul Edwards
Subject: Service Type
Hello, I have a service desk requirement which I am trying to understand if configurable in the Service Desk or not:
When changing an Incident service type e.g. due to a change in Incident priority, area or contact, the new service type SLA events do not take into account any time spent accumulating time when with the previous service type, i.e. the elapsed time (time not spent suspended or resolved).
We need the total for this accumulated time (elapsed time) to be subtracted from the new event fire times for the new allocated service type.
Is the Service Desk be configurable in this manner?