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Combine SLA time to response and time to resolution

Micha
Contributor
March 28, 2019

For a client I have multiple service desk projects, with each of them having their own SLA's. In the projects the agents can check their own issues and see which of them is reaching the SLA.

 

Some agents want to check this for all the issues, regardless of the project. 

 

So let's say issue 1 in project A has 1h left until the "Time to first response"

Issue 2 in project B has 2h left.

Issue 3 in project C has 3h left.

 

When I filter on the issues in every project I can order that list by "Time to first response" ASC/DES. Easy peasy. The agent can directly tell which issue needs to be picked up first. I can also make a second filter for "Time to resolution".

 

But my agents want to see which issues need to be picked up regardless of SLA. I can not order a new filter on both SLA's.

 

So let's say issue 1 in project A has 1h left until the "Time to first response".

Issue 2 in project B has 0,5h left until "Time to resolution"

Issue 3 in project C has 1,5h left until "Time to first response"

 

So the order must be issue 2, issue 1 and then issue 3. But how do I do this in my filter? Because when I order the filter by "Time to first response", the order will be issue 1, 3 and 2.

 

Who can help me?

 

(I understand that you shouldn't compare SLA's simply because they have a different purpose, unfortunately the agents need to be able to see this.) 

1 answer

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December 9, 2019

Did you find a solution? Trying to do the same.

Léon Duvivié January 29, 2020

I have the same question, I want 1 filter with all the work that has to be done by an support agent. sorted to the relevant sla trigger. But i cannot figure how.

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