Darren KIng Posted October 9, 2017 Share Posted October 9, 2017 Hi all, I'm having a problem with setting SLAs based on priority and teams - not sure if it's me or the system.... Here's what I'm trying to do... We have two teams - the services team and the applications team. We work on different types of issues and have different SLAs to resolve them. To build this functionality in Hornbill I built a corporate SLA called Incident SLA. Against this I added two SLAs - Standard (Apps) and Standard (Services) and added appropriate response and resolution times. I then created a rule called Standards (Apps) which had the following under all conditions must match Priority is standard Team is IT Applications I then created a second rule called Standard (Services) and created a similar rule but filtered on the other team. I updated the business process and added the start timers for the SLA along with an SLA update request (Automated Tasks -> Entity -> Requests -> Update Request -> Service Level). There are existing conditions which means this step only run after a priority and owner is assigned. And then I tested.... I ended up with a incident log using Incident SLA but the exact SLA hadn't been selected. After testing various bits I put another SLA on called 'Catch All' and add a rule saying 'Priority is Standard' but with no team requirement and put this rule at the bottom of the list. Tested again and my incident log now has the 'Catch All' SLA. This implies that the team that the call is assigned to is not being passed to the rules to determine which SLA should be assigned... ...or that I'm doing something wrong. Any help would be appreciated. Thanks, Darren Link to comment Share on other sites More sharing options...
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!Register a new account
Already have an account? Sign in here.Sign In Now