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System is assigning HP tickets outside SLA

  • 24 January 2023
  • 3 replies
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E
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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

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Best answer by Sajith Anushan 24 January 2023, 11:56

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3 replies

S
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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

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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
Rank
Userlevel 6
Badge +21

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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