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Showing results for tags 'service level managment'.
We have an intermittent issue where all our escalation actions are trigger at once when a request has been on hold for significant period of time. This appear to be being triggered by the Escalation Actions conditions being evaluated before the requests response and resolution target dates are updated to take into account the on hold period. In our case we have escalation actions set at percentage of remaining resolution time as below, which we calculate and add into the appropriate service level as the appropriate durations. 80% 60% 40% 20% 10% 5% 1% Therefore when a request come of hold and the timers is restarted, you should only trigger the appropriate next action as the timer runs. However what we get is all the escalation actions triggering at ounce as the Resolution Target value being used in the evaluation is the value when it was put on hold, not the new recalculated value when the request comes off-hold. In the example above the request was taken from on-hold to open by a email applied from the shared mailbox, which then resulted in multiple escalation actions being triggered. Cheers Martyn
I am interested in knowing the proportion of Service Manager users who are using the different request performance tracking options, namely Priorities and Service Level Management for their services. Cheers Martyn https://wiki.hornbill.com/index.php/Service_Manager_Priorities https://wiki.hornbill.com/index.php/Structure_Service_Level_Management
At the moment the maximum Service Level Management Target you can set for 'Resolution' is 40 days,23 hours and 55 minutes. We are currently implementing further service desk on to our instance and they have some long running SLA's for cosmetic software issues which in affect have an SLA of a year. Based on on 261 working days a year and 9 hours a day, I need to set a target of 97 days and 21 hours but are not able to set the value higher than the for mentioned maximum. Can these maximum value be increased please. Cheers Martyn
We are in the process of implementing the new Service Level Management (SLM) feature for all new services we are defining ahead of going back to apply it to our existing catalogue of services. Though we use 'Priority' as part of the rules to determine the initial 'Service Level' applied, you can then once further into the case update the 'Service Level' and it will recalculate the duration/targets which is great. This means the original priority value is somewhat historic and no longer accurate. On the current 'Request List' you are only able to display the original 'Priority' and the indicator 'SL' field, not the 'Service Level' field which is now the up to date and more relevant field. Can the 'Service Level' field be added on to the Request List screen as a matter of urgency as not having it available means that analysts and managers are not able to accurate assess and priorities the workload. Cheers Martyn