on 12-06-2010 4:11 PM
Hi
Is it possible to have different availability time for different SLA priorities?
I have a service profile based upon priority 1 to 4 with different response and completion durations for each priority, however I would like the durations to be calculated on both 24 x 7 and working hours
For example, for a priority 1 I want the response and completion times to be based on 24 hour availability, but for the other priorities I want to calculate these times based on working hours.
Does anyone know a way to do this?
Thanks for your help,
Ashley S
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Hi Jansi
I have maintained the SLA configuration already and this is based upon priority in the 'indicators for response profile.
The availability time is set at service profile level and I cannot see how this can be assigned at the lower level.
Are you suggesting that a different product is created for P1 support and that this has a different availability time?
Can this product be determined based upon the priority in the ticket?
Thank you for your help.
Regards
Ashley
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