Cloud Management and AIOps

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Status Future consideration
Workspace Control Desk
Created by Guest
Created on Aug 26, 2020

SLA Calculation based on escalation Time

The IBM ICD Service Level agreement application uses Reported date to calculate SLA for tickets. We need the option of SLA Calculation based on Escalation Time for our special purpose. So, we request your usual cooperation in doing so as urgent as possible.

Idea Priority Urgent
Use Case
For example a ticket raised by first line support team is escalated to second line support at a certain escalation time and the assigngroup is changed. Then the system should apply SLA and start calculating based on the escalation time. whenever escalation to other group(Change in Assigngroup) continues the system will capture the new escalation time and restart the calculation to the new Assigngroup with the new escalation time. keep in mind that the system should keep record of all SLA applied
RFE ID 144842
RFE Product IBM Control Desk
  • Guest
    Sep 24, 2020

    Thanks for the suggestion. We include it in our candidate list for future implementation.