Different SLA parameters for different periods

Question

Hello,

We have SLA agreement that defines different RT and FT for different periods.

For example: bug with priority Medium has the RT 3 days in summer and just 1 day during the winter.

I see following options how to proceed:

- I can define "Winter bug" and "Summer bug" request types with different SLA parameters. The problem is that user can create "Summer bug" also in winter and "Winter bug" in the summer...

- I can create just one Bug and define SLA parameters. And I can create reminders in calendar and change SLA parameters in the first day of each period

Is it possiible to solve this issue in some better way?

Best regards

Martin

Service Desk tím YMS · Answer

Hello, Seba,

Many thanks for your answer.

I agree that education is required. But second option sometimes escalates to managers which is not expected. :)

Third option is OK, but it is similar to my - changing SLA parameters or hide/unhide request types requires relatively the same effort.

It seems that the is no way to do everything now, during the initial configuration.

Many thanks one more.

Best regards,

Martin

Sebastian Krzewiński · Answer

Hi @Service Desk tím YMS / Martin

I think you need to educate users about rules and also edit request and change it to proper one (+ comment that they create wrong request).

Second option (IMHO more cruel but very effective) is to close wrong request with comment - please raise correct request.

Third option - maybe there is a way to hide request form? Does it need to be available all the time?

Regards,

Seba