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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
STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for the idea. Please do provide your upvotes and comments for the same.

Sincerely,   

Ravi

Comments

E

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 IResolved 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 IINegative SLA Timers are stopped after the Case is resolved >> correct, see my comments by Scenario IOn UI and in the background >> correct.

Category: Service Scheduling

E

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 = +1hThe Case is set 2h later (created on + 2h) into the status: Solution in ProgressWill the SLA Timer starts to count the remaining time and not from 0h?Best regards Stephan

Category: Service Scheduling