SLA based on Pending reason

Question

For my servicedesk I want to implement better SLA's / Ola's.

Our tickets spend a lot of time on the status "Pending" with different reasons.

Example: Waiting for supplier, Waiting for Development etc.

These all have an different SLA.

For the SLA configuration I can set the Start: Entered Status: Pending but I cannot find how i can select different sla's for different pending reasons.

Is this possible

Léon Duvivié · Answer

Thank you Maura this was a possiple sollution I had in mind when it is not possible using Pending reasons.

Léon Duvivié · Answer

Hi Juan,

Is it possible that one ticket hits multiple goals/sla's

one ticket can go to our vendor and our own development team. So this can be multiple sla's that are triggered.

Sla's that I want to configure for now:

Pickup SLA: runs from creation till first update visible for customer.

Vendor SLA: starts when set to "pending" with reason "waiting on supplier pauses when not on pending, stops when status is resolved.

Development SLA: starts when set to "pending" with reason "waiting on development" pauses when not on pending, stops when status is resolved.

Resolution SLA: starts when Ticket has first update, pauses when waiting on customer, stops when status is resolved).

Maura Swart · Answer

I don't know if it's possible using the pending status, but we accomplished a similar goal by updating our workflow.  We send work to 3 different companies and we track the time each issue spends with those companies by setting the status to "Waiting on CompanyA", "Waiting on CompanyB", or "Waiting on CompanyC".  Our analysts set the status to one of these when the work has been sent to one of these companies and then when the work is returned, our analysts transition back to "Waiting on Support". This allows us to easily measure an SLA for each company. I realize this makes for a very specific workflow (which isn't ideal), but we are getting the analytics we want.