Times below are for demo purposes!
I have an SLA for a Priority 2 that’s one hour. I have another SLA for a Priority 1 that’s 15 minutes.
A ticket is submitted at a level of Priority 2.
Open Time: 5:00pm
Due Date: 6:00pm
30 minutes goes by.
Someone decides, no…this really should have been a Priority 1, and changes the record.
The question is should the SLA for the Priority 1 (that’s 15 minutes) be calculated based on the true Open Time of the ticket (5:00PM) or at the time the priority is changed (6:30PM)?
Obviously if you recalculate based on the true Open time of the record (5:00PM) by the time you change the priority you’ve busted your SLA; so I’m thinking it should be based on when the Priority was changed to a P1.
Thoughts?
Thank you for your time!
V
Recalculating SLAs
You should have a process/ policy in regards to the SLA for incident where the priority has changed - up or down
In addition, you should have definitions as to when to move or down and to accept the consequences of the change
Now.. having said that
Who made the change ?
Is it some one who has the authorization to ?
Was this documented in the incident as to why ?
Finally, as SLAs are calculated over time - monthly, the individual ones which go over the stated SLA for that classification will more than likely get absorbed
In addition, you should have definitions as to when to move or down and to accept the consequences of the change
Now.. having said that
Who made the change ?
Is it some one who has the authorization to ?
Was this documented in the incident as to why ?
Finally, as SLAs are calculated over time - monthly, the individual ones which go over the stated SLA for that classification will more than likely get absorbed
John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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MadhavaVermaDantuluri
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It's always a tricky situation i face whenever a P2 moves to P1. So i had implemented a process as below in my organization.
- The original ticket with P2 will be remained as it is in the ticketing tool.
- Once incident manager (Person who is responsible to confirm on P1) approves to P1, create a new incident for P1 and send to larger audience.
- Because P1 incident will have to reach higher executives and with separate template.
Once the P1 incident is resolved, tag this number in P2 incident and close it.
- The original ticket with P2 will be remained as it is in the ticketing tool.
- Once incident manager (Person who is responsible to confirm on P1) approves to P1, create a new incident for P1 and send to larger audience.
- Because P1 incident will have to reach higher executives and with separate template.
Once the P1 incident is resolved, tag this number in P2 incident and close it.