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About SLAs

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Carlos_211
Super Contributor.

About SLAs

Hi,

working with SD45(SP18)

I've implemented some SLAs, an I would like to know if there is a way in witch the time applied to solve a service call is not counting fr a Service Level.

I mean: If a Service call has to be finished in 4 hours, but during 3 hours i am waiting for someone to sign a paper. I would like those 3 hours not counting for the 4 hours I have to solve the SC.

Maybe something relating with states or similar?

Any Idea will be appreciatted.

Thanks, Carlos
1 REPLY
Remco D'haenen
Acclaimed Contributor.

Re: About SLAs

Hi Carlos,

have a look at the subcontract service call under Actions. This might help you

Fremco