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SLA time

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Nyan_1
Honored Contributor.

SLA time

Hi all,
is there anyway to slop the SLA time for afterhours.
calls are logged with a 4 hr deadline but are only attended to in the morning & thus the calls are out of SLA & the escalations happen (albeit in the morning).
3 REPLIES
Mark O'Loughlin
Acclaimed Contributor.

Re: SLA time

Hi,

how are you doing the SLA time?
- SLM Module / Workgroup Open Hours
- Deadline Calculation / Priority Mapping
Nyan_1
Honored Contributor.

Re: SLA time

Hi,

I'm quiet new in HPSD. But I've attached the mail that was send to me. I hope it will explain it better
Van der Vennet
Honored Contributor.

Re: SLA time

Hi nyan,

when you use the SLM part in the SLA you define the hours on which the SLA takes place. So if you define for example a 5*9 window the SLA will always fall in the support hours between the defined date.
If you do not have the SLA module I have created a workaround for this using a field called internal target date. This copies certain values and will recalc the sla within service hours.

hope this helps

Lawrence
we have been where you wanna go..