Calculate which issue (based on SLA) needs to be picked up first

[Ricardo Caeiro]

I was wondering if there is any possible solution to order my service desk queue by time to first response and time to resolution. Example:

SLA 1: time to first response 1h - time to resolution 5h

SLA 2: time to first response 2h - time to resolution 3h

I want to be able to order my queue so that the issue with SLA 2 comes at the top of my queue, because I have less time to resolve this issue (in total)

I can't figure out on (if possible) how I can order my queue by this two criteria.

Is there any best practise on this?

[Qu3ntin]

Hi,

I understand you want to deal with the most urgent issue first. i.e the issue with the less time left for the resolution.

Ordering your queue with the remaining time should be your best solution. Here a question about it. As explain in the question, the standard ranking is by time remaining before breach.

So, you should order your queue by time to resolution. And because you have 2 different goals in the same SLA:

• Time to resolution goal 1: 5h
• Time to resolution goal 2: 3h

The remaining time will be calculated regarding the goal of your SLA.