SLAs: time to resolution recalculated based on when it's given the first response

Question

We have 2 different SLAs, time to first response and time to resolution.

The time of eachone depends on the severity but the due time of the time to resolution shift based on when we do the "take on" of the ticket (this means when we do the first response changing the status from "waiting for support" to "in progress"). If we set 2 hours for the time to first response and 8 hours time to resolution, based on when we do the "take on" the due date for the resolution changes.

I give you an example: we receive a ticket at 8.00am. SLA first response is 10.00am and SLA related the resolution is time to first response + 8 hours. Therefore, if I do the take on of the ticket after 1 hour, we have a due date to fix it, if I do the take on after 2 hours we have a different due date.

How can I set the time to resolution to be recalculated based on when we give the first response?

many thanks

Simona Cristaldi · Answer

Hi Marc,

thanks for your reply. I've just changed the SLA time to Resolution configuration: it will start from "in Progress" I think now it will work.

many thanks for the support!

Simona

Marc -Devoteam- · Answer

Hi @Simona Cristaldi

What is the configuration of your SLA's?

But based on your explanation, SLA's don't recalculate, they depend on the config.

Your Time to First Response it set to 2 hours, this means you have 2 hours to comply to the SLA.

If you are over the 2 hours you are breaching your SLA.

Your Time to Resolution is an SLA of 8 hour, based on you example This starts when your request goes In Progress. The same logic applies as above.

SLA's are not counted together, they are created based on agreements. You have to act within the timeframe of a set SLA.

So in your question 2 SLA's configured for 2 hours and 8 hours, don;t give you a total time of 10 hours.

* SLA Time to First Response: agreement that the request will be transitioned from Waiting for Support to In Progress needs to happen within 2 hours or less, this to not breach your SLA
* SLA Time to Resolution: agreement that the request will be resolved from In Progress to Resolution state in your WF needs to happen within 8 hours or less, this to not breach your SLA