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Are different SLA times per Problem code possible?

M
Sidekick
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Hi All,

We are an Alliance v12.5 site.
We’re setting up a Customer Support workflow, but have a requirement for different SLA times, depending on what the Problem Code is.
As far as I’m aware, the SLA times are pulled through to the Customer Support job, from the active contract that’s assigned to the customer, in which case the same SLA times would be populated regardless of what the problem code is.

Is there a way that anyone knows of, where we could populate different SLA times dependent on what the problem code of the job is??

cheers

Mark

Best answer by Susie Yao

Hi Mark,

 

Unfortunately, I don’t believe it’s possible in our current system design.  The SLA is purely taken from the contract.  It can be set up for a different order type.

Or it can be set up for the Contract Obj. Of Services.

Just FYI, it can be set up based on priority in our newer version (V15).

 

To load a different SLA depending on the problem code will require customization by IFS. 

 

Regards,

Susie

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    5 replies

    S
    Hero (Employee)
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    • Susie Yao
    • Hero (Employee)
    • 43 replies
    • Answer
    • June 3, 2022

    Hi Mark,

     

    Unfortunately, I don’t believe it’s possible in our current system design.  The SLA is purely taken from the contract.  It can be set up for a different order type.

    Or it can be set up for the Contract Obj. Of Services.

    Just FYI, it can be set up based on priority in our newer version (V15).

     

    To load a different SLA depending on the problem code will require customization by IFS. 

     

    Regards,

    Susie

    Phil Seifert
    M
    M
    3 people like this
    • Phil Seifert
      Phil Seifert
    • M
      Mark Segal
    • M
      MMallinger
    M
    Sidekick
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    • MMallinger
    • Author
    • Sidekick
    • 17 replies
    • June 3, 2022

    Thanks Susie. I suspected that might be the case.

    cheers

    mark.

     

    bskallerud
    Sidekick (Customer)
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    • bskallerud
    • Sidekick (Customer)
    • 206 replies
    • June 3, 2022

    Is this UM orders only? IOn PM orders you can have different SLAs based on Request Types - see Customer Contracts - Advanced - Exceptions

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      MMallinger
    Phil Seifert
    Ultimate Hero (Employee)
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    • Phil Seifert
    • Ultimate Hero (Employee)
    • 1317 replies
    • June 3, 2022

    Hi Bjørn,

    You are correct that you can use Exceptions to manage the SLA based on Request Types but the question was about Problem Codes which does not have functionality to adjust the SLA based on just the problem code.

    What the user could consider doing is develop a Process Flow (v15) to find 'mis-matched’ SLA's per what they expect for their problem codes and have that update the customer support or service order priority.  Or if it is event drive (document creation), set the priority just after the document is created.

    Otherwise, an escalation rule for v14 probably could also be developed.

    As Susie indicated, it would be an RFE to change this in standard or more likely can only be done as a customization.

    Please mark any comments which answered your question as Best Answer so the topic is easier recognised as answered and closed.
    bskallerud
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    • bskallerud
      bskallerud
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      MMallinger
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    Sidekick
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    • MMallinger
    • Author
    • Sidekick
    • 17 replies
    • June 6, 2022

    Actually guys, I think using Request Types will work.
    I can create some request types that have the same name as the problem codes i want them associated with, and then, apply those in the Customer Contracts → Exceptions with the appropriate SLA assigned.

    The only thing, is it means the user would need to select a Problem Code and a Request type that are the same. But that should be do-able.

    Thanks for your suggestions guys.

    cheers
    Mark.

     

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