SLA setup in service DESK for cloud

[Bo Schlichting]

Hi 

I am trying to get the SLA calculations to be right for Resolution in our Service Desk.

I am though running into one problem...

When a ticket has been in status Awaiting Approval, where a resolution has been set and the customer then rejects the solution.

The clock is set as confirmed, even though the ticket is back in status "In Progress".

My SLA has been set up like this:

So, what am I doing wrong, as I have tickets who looks like this:

Thanks for helping out. :)

Best regards

Bo

[Frederic Chartrand]

Hi Bo,

Not 100% sure but I think the problem could be that you set a resolution on your transition to "Awaiting approval" in your workflow. So the Time to Resolution SLA considered your issue resolved because there's something in the Resolution field.

What you could try, is to get rid of your "Resolution ..." conditions in your SLA and Just set the resolution on 2 transitions in your workflow :

Resolution set to XXX when using the transition that goes to "Done" status

Resolution set to XXX when using the transition that goes to the "Cancelled" status

This would be logical as it seems those are the only two statuses with the "Done" category in your workflow.

Let me know if it works

Have a nice day

Frederic Chartrand

FMX Solutions - Gold Solution Partner