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Hi All,
On SLA,
I would like to handle the below situations.

Assume Resolution time for a high priority ticket will be 1 Hour
Ticket will be assigned to a Group A. After 30 minutes same ticket will be reassigned to Group B. Since already 30 minutes elapsed, we can not hold Group B responsible and force towards resolution of the ticket. So Each Group A and B wanted to have their own SLA to be defined internally so that they don’t want to be penalized for some one’s mistake. Customer can not change his SLA because of internal problems. Is it possible out of box? Or need customization?

What happens if Group A and B resides in Two different time zones? Is Remedy handles on its own or needs again our manual calculation?

Is it possible to handle pending approvals using SLA? I would like to bring SLA if the Approval does not happen in time

Thanking you in advance.
Regards
Sriremedy


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