Ability to manage SLA escalation by percentage (%) of time lapsed
I
Imam Saygili
started a topic
12 months ago
On the SLA form, in the section titled 'Set Escalation Rule when a ticket is not responded to on time' and 'Set Escalation Hierarchy when a ticket is not resolved on time', it would be useful to be able to use % (percent) to measure time.
It would be useful to see 'Escalate when SLA reaches' and then the option to select a % (percent) value rather than a time. Such as Escalate when SLA reaches 50% complete OR Escalate when SLA reaches 75% complete.
This will mean the different SLA levels for the different priorities become dynamic.
As an example when the Medium Priority 1 hour SLA reaches 30 minutes complete an escalation will happen for 'Escalate when SLA reaches 50% complete' and when 45 minutes complete 'Escalate when SLA reaches 75% complete' will mean an escalation goes out.
With the same rule, a Low Priority 4 hour SLA reaches 2 hours complete an escalation will happen for 'Escalate when SLA reaches 50% complete' and when 3 hours complete 'Escalate when SLA reaches 75% complete'. will mean an escalation goes out.
Imam Saygili
On the SLA form, in the section titled 'Set Escalation Rule when a ticket is not responded to on time' and 'Set Escalation Hierarchy when a ticket is not resolved on time', it would be useful to be able to use % (percent) to measure time.
It would be useful to see 'Escalate when SLA reaches' and then the option to select a % (percent) value rather than a time. Such as Escalate when SLA reaches 50% complete OR Escalate when SLA reaches 75% complete.
This will mean the different SLA levels for the different priorities become dynamic.
As an example when the Medium Priority 1 hour SLA reaches 30 minutes complete an escalation will happen for 'Escalate when SLA reaches 50% complete' and when 45 minutes complete 'Escalate when SLA reaches 75% complete' will mean an escalation goes out.
With the same rule, a Low Priority 4 hour SLA reaches 2 hours complete an escalation will happen for 'Escalate when SLA reaches 50% complete' and when 3 hours complete 'Escalate when SLA reaches 75% complete'. will mean an escalation goes out.
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