CA Service Management

Hi Team,

In our CA SDM environment, we want to implement a requirement in which the SLA will stop whenever the ticket will be transferred from the predefined group (L1, L2 and L3) to any other group and the SLA will resume again when the ticket will be transferred back to this predefined group (L1, L2 and L3).

How it can be configured in Service Desk?

Kindly provide the solution for this.

Regards,

Balram Singh Deswal

Hi Balram,

SLAs (service type events) are attached to tickets based on attributes such as priority, but I do not think you can control SLA timers directly via the group field.  I thought about something like this...have multiple service type events, one with the condition being the priority of the case (which is the normal SLA functionality/usage) and another for the condition being the group on the case.  However, I now realize that this wouldn't work for two reasons... one, the higher ranking SLA would take precedence (meaning the one thats less hours), and two, even if the precedence part was not an issue, it would actually swap the SLA back and forth between the two, and that would restart it rather than just stopping a clock and starting it. SO, unfortunately I dont think this would work.  I would say the best bet for this one would be to post it as an idea here in the communities and see if folks vote for it. 

Regards,

Jon I.

Hello Balram,

I'm aware of some sites that did some pretty heavy customisation based off SPL triggers to calculate SLAs passed between Groups.

It is not a small undertaking and would require additional assistance. I don't know if they would do it over again, given the choice.

As per your question in this other thread, you may be better at tackling this from a Reporting angle instead:

How to Extract Time Spend by Individual Analyst on Tickets

Thanks, Kyle_R.

A crude solution for this requirement would be to change the ticket to a status that stops the clock while the ticket is with a group other than L1, L2 or L3  You could automate that fairly easily to happen on a Transfer activity.  If you want to get more sophisticated you could capture the previous status, and then restore the ticket to that status when it is transferred back to L1/L2/L3.  I did this for a client some years ago and it worked reasonably well.

Hope that helps!

Regards,

James

Hi Balram.Deswal - Did any of the responses help answer your question? If so please mark as Correct Answer. Thanks!