1

Ad-Hoc Bank Holiday Process

A fringe case, but UK bank holidays created with limited notice (Queens funeral), demonstrate an inflexibility for recalculating SLA's and workflows.


While these normally happen with some notice, there is precedence for ad hoc holidays being introduced. Kings Coronation, any ...

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Category: Routing/ SLA (74)

STATUS DETAILS
New
1

SLA's impacted by change of working calendar - EG new UK bank holidays

Following a new UK bank holiday introduced at short notice there should be an ability introduced that allows an update to non working days that recalculates in flight SLA's.

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Category: Routing/ SLA (74)

STATUS DETAILS
New
1

Multiple SLAs in same entity incident

Hi all,


In my organization we have 100 networks, and some od those networks have different SLAs with specific SLA items on same entity incident.


But on entity SLAs, there is just one defaulted and unique SLA which is applied.


If your remove ...

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Category: Routing/ SLA (74)

STATUS DETAILS
New
1

Allow Excel import of holidays in holiday scheduler

Often there is the requirement, that data imports should be automated if possible.

We could not find a possibility to import holidays into the holiday scheduling for usage in the SLAs.

I understand that it does not seem to be possible to programmatically import holidays (calendars/...

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Category: Routing/ SLA (74)

STATUS DETAILS
New
2

Business hours should navigate to the customer service schedule rather than the Holiday schedule

Ask:

=======

When we open the SLA's, From the SLA Items gird when we click on the Business Hours, it is suppose to navigate to the Customer service schedule but rather it is navigating to Holiday schedule.


We have been informed that it is currently expected that Th...

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Category: Routing/ SLA (74)

STATUS DETAILS
New
11

Emails from queue items that do not meet the filter criteria in ARC are marked inactive

ALL queue items, regardless if the condition in the ARC applies or not, are ALWAYS deactivated. According to Microsoft documentation this is a standard behaviour: "When an automatic record creation ARC rule is applied to an Email queue item, it gets deactivated".


Then...

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2 Comments

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Category: Routing/ SLA (74)

STATUS DETAILS
New
2

Use SYSTEM account for running SLA flows

I would like the new modern SLA flows (i.e. Power Automate version) to run under the context of the SYSTEM account, the same way they did with the "classic" SLA flows. The fact about modern SLA flows running under the context of the last user who updated them has come back to bite us. A particu...

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Category: Routing/ SLA (74)

STATUS DETAILS
New
4

Increase maximum number of KPI's (entities and KPI's per entity)

I am presently working for a Government Customer who deals inter-agency and with Local Councils in relation to land planning activities such as; subdivision, certificate of titles, amalgamation, strata plans. As this process spans a number of agencies and legislation mandates that they manage th...

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Category: Routing/ SLA (74)

STATUS DETAILS
New
5

Time until Case resolved

When working with a client who uses Customer Service we can use the Out of the box functionality to measure how long it took to do certain things with a case through SLAs. What we found out that you can not measure, is the total worktime from SLA expiration to Case resolved. Meaning that we can't...

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Category: Routing/ SLA (74)

STATUS DETAILS
Needs Votes
3

New SLA Timer Control - date due

The new SLA timer controls look amazing in enhanced SLA. However they only show the countdown and our users want to see the date due (resolve by date as an example) and not necessary a timer countdown. Another control option with this date or both the date/countdown would be great.

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Category: Routing/ SLA (74)

STATUS DETAILS
Needs Votes