SLA Settings:
- Allow Pause & Resume = Yes
- Allow Custom Time Calculation = No
- Negative Count = enabled
Case:
- We are showing the different SLA Items inclusive their timer
- Timer starting with "Failure" time and counting backwards
Actual standard behaviour (without workaround):
- Scenario I
- Case is resolved (created on + e.g. 1h) within success condition (e.g. 2h) and the SLA on the Case is showing "succeeded" - remaining time = +1h
- The Case is reactivated 2h later (created on + 2h)
- The SLA Timer is starting to count from 0h and not from the remaining +1h
- Scenario II
- Case is resolved with a breached SLA - SLA Timer is showing -1h
- The breached SLA with its negative counting SLA timer is not stopped and is running continously even after the Case is resolved.
Expected behaviour:
- Scenario I
- Resolved Case will stop the SLA Timer
- After reactivating the Case, the SLA Timer should start running from the stopped time
- SLA Timer should be stopped on UI as well as in the background
- Scenario II
- Negative SLA Timers are stopped after the Case is resolved
- On UI and in the background
Comments
Hello Emanuele,
my comments:
Case:
- We are showing the different SLA Items inclusive their timer
>> SLA times shall be displayed based on the Customer Service Profile (contract or default):
- min. as Primary Timers: according to the iBase Asset local Time Zone (based on installed-at / top-functional location)
- additionally as possible Secondary Timers: according to the User local Time Zone (based on User base time zone)
- Timer starting with "Failure" time and counting backwards
>> "Failure" time means: creation of the case? Upon creation of a Case out of an Email, the SLA Starting Time for counting backwards shall be based on the email received stamp and possibly corrected by the Customer Service Profile.
Expected behaviour:
- Scenario I
- Resolved Case will stop the SLA Timer >> actually, this shall be based on the related Work Order(s) - Service finally completed - yes (functionality) and the completion time based on the last Work Order with confirmation of comletion.
- After reactivating the Case, the SLA Timer should start running from the stopped time >> correct.
- SLA Timer should be stopped on UI as well as in the background >> correct.
- Scenario II
- Negative SLA Timers are stopped after the Case is resolved >> correct, see my comments by Scenario I
- On UI and in the background >> correct.
Category: Service Scheduling
Hello Emanuele,
what will happen in the following case:
Case is set to status Waiting for Customer (created on + e.g. 1h) because more information are necessary (e.g. 2h) and the SLA on the Case is showing "paused" - remaining time = +1h
The Case is set 2h later (created on + 2h) into the status: Solution in Progress
Will the SLA Timer starts to count the remaining time and not from 0h?
Best regards Stephan
Category: Service Scheduling
Administrator on 5/16/2023 5:57:43 PM
Thank you for the idea. Please do provide your upvotes and comments for the same.
Sincerely,
Ravi