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System is assigning HP tickets outside SLA

  • January 24, 2023
  • 3 replies
  • 60 views
E
Sidekick (Customer)
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Hi All,

We are facing issue as P3 task which is having 3 days SLA are getting assigned after 10 days, after breaching SLA. 

Can some one give me the solution.

 

Regards,

Shiyaz

Best answer by Sajith Anushan

Hi Shiyaz,

Ensure that,

  1. 1st SLA is having Start/End proportions than other 2 SLAs.
  2. Activity has sufficient Base Value compared to low priority activities. 
  3. SLA curve is downward sloping.

Still it is possible that 1st SLA to miss but with a valid reason (like no skilled resources, other high priority activities are already allocated etc.).

Regards,

Sajith

3 replies

S
Superhero (Employee)
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  • Sajith Anushan
  • Superhero (Employee)
  • January 24, 2023

Hi Shiyaz,

Are you certain that SLA is restricted to 3 days? May be you might have multiple SLAs spanning across 10+ days. Otherwise, PSO will not allocate an activity outside SLA period.

Regards,

Sajith

E
Sidekick (Customer)
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  • etmshiy
  • Author
  • Sidekick (Customer)
  • January 24, 2023

Hi Sajith,

Thanks for your answer, Basically we have 3 types of SLA.

1st SLA, 2nd SLA & 3rd SLA.

But system should consider 1st SLA when it assign a fresh task, instead of considering the Last SLA date

How can we acheive it.

Regards,

Shiyaz

 

S
Superhero (Employee)
Forum|alt.badge.img+22
  • Sajith Anushan
  • Superhero (Employee)
  • Answer
  • January 24, 2023

Hi Shiyaz,

Ensure that,

  1. 1st SLA is having Start/End proportions than other 2 SLAs.
  2. Activity has sufficient Base Value compared to low priority activities. 
  3. SLA curve is downward sloping.

Still it is possible that 1st SLA to miss but with a valid reason (like no skilled resources, other high priority activities are already allocated etc.).

Regards,

Sajith

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