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ReportI want to run the sla for different teams in a customer service department. They all have different business hours.
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I want to run the sla for different teams in a customer service department. They all have different business hours.
Hi Terrance
Can you explain it in details?
Thanks Terrance
This will work when i know the assignees's of each teams.
That will be static approach.
You can try something like this:
- Create 2 groups for 2 teams. team_ny and team_london etc.
- Add team members to related groups
- Create two calendars in Service Desk SLA configuration based on the working hours of your teams. New York Calendar and London Calendar etc.
- Create two SLAs one for each team
New York SLA:
Calendar: New York Calendar
Goal: 1h
JQL: "assignee in membersOf('team_ny')"
London SLA:
Calendar: London Calendar
Goal: 2h
JQL: "assignee in membersOf('team_ny')"
This way your issues will switch to correct SLAs based on their assignees's team memberships.
--
Terrance
CRM Admin | Office 365 Migration
thanks Johnny,
But this still doesnot answer my question.
Good day Akansha Gupta,
Sure. SLA items could be implied under different working hours for different users in similar time zone.
SLA has IR and resolve by KPI filed which won't be affect by different working hours.
The following article would be helpful:
Business closures and working hours: docs.microsoft.com/.../2-business-closures-and-working-hours
Overview of service level agreements (SLAs): docs.microsoft.com/.../1-sla-oveview
Define service level agreement (SLA) details: docs.microsoft.com/.../4-defining-sla-details
Regards
Johnny
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