Hi,
Found your article today. we have something similar, one group needs to be able to support a lot of different SLA types and business hours (8/5, 24/5, 24/7) ..
We managed to create for each individual type of SLA one group and assigned all group members to those groups:
Edit the agents:
Thanks Frederik. An annoying workaround to what should be an easy solution.
Greg J. Buchner
Your SLA policy is too limited. We have 9 levels in our our ITIL agreement with the business. Can we get this expanded?
And no, we cannot do this with different SLAs for different groups. We have one group: IT.
Our SLA runs as:
Urgent: Work on this until fixed
SL1: 1 day
SL2: 2 days
SL3: 3 days
SL4: 5 days
SL5: 2 weeks
SL6: 1 month
SL7: 2 months
SL8: 6 months
We use the first 7 (Urgent to SL6) quite a bit, SL7 sometimes and SL8 rarely.
How can we account for this type of SLA in your system?
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