How do I create an SLA to achieve more than one goal?

[Sarah Ferguson]

Hello

On our Service desk, I would like to create an SLA in which a ticket has to reach the following goals:

1.  Assignee changes from "unassigned" within 2h of it being created (is there an alert for this?)

2. The timer will pause when Status = "Waiting for Customer"; and resumes again when Status = "Waiting for Support"

3.  The ticket has to be "Resolved" within 24h before it is breached.

Thanks

[Jack Brickey · Accepted solution]

this would be two SLAs:

• Time to Assignment
  • set the goal for this to be 2h for all issues (i assume) regardless of other conditions, e.g. priority
• Time to Resolution
  • set the goal for this to be 24h based upon your desired calendar (generally this means business hours). you might also wish to have different goals for resolution based upon priority or maybe even Organizations (different customer might have differently levels of service: platinum, gold...)

oh, and welcome to the Community Sarah!

[Sarah Ferguson]

Thank you Jack - that has worked a treat! :)