** Perhaps you could do this with two SLAs the first (SLA-A) fires on ticket creation and if the ticket is not modified after three days or Resolved, it escalates.
The second SLA (SLA-B) fires when a ticket is escalated and checks for either a modification within 3 days or resolved status.
The trick here is using a milestone that fires at three days - probably the length of both SLA A & B - that both sends a notification, escalates the ticket, and sets a value on the ticket that triggers the next SLA.
SLA-B would need to clear the SLA activation value when it is added to the ticket, and set it again if it reaches 3 days so it can fire
Also check the manual for OSA - which are internal agreements - it is a way to measure how long a group has a ticket - it may be that you can modify this to your needs.
Good luck
On 1/7/06, ramakanthvarma bhupathiraju wrote:
**
Hi list,
I am trying to configure an SLA.
The scenario is :
If the ticket is not modified in the last 3 business days then it should escalate the manager.
This escalation should work on all tickets that are < Resolved status. Whenever the ticket is updated by user, it should again create this new SLA for the ticket which should be fired in the next 3 business days. This is irrespective of which group is owning the ticket.
I can make it by using an escalation but is there any straight forward method to do by configuring SLAs.
I should make it through SLA.
Anyone please help me out in this issue.
Thanks..
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