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ReportHello,
I am facing some issue regarding apply the appropriate SLA to the Case Entity.
Here is the Scenario:
We have 2 type of Case Severity (Priority) : (1) Critical (2) Moderate
Here is the SLA Matrix:
|
SLA Details |
|||
|
Working Hours |
Case Priority |
Critical |
Moderate |
|
Response Time |
2 hours after Ticket creation |
8 hours |
|
|
Support Time Zone |
IST |
IST |
|
|
Support Work Hours |
8:00AM to 8:00PM |
8:00AM to 8:00PM |
|
|
Non-Working Hours |
Case Priority |
Critical |
Moderate |
|
Response Time |
4 hours after Ticket creation |
12 hours |
|
|
Support Time Zone |
IST |
IST |
|
|
Support Work Hours |
8:00PM to 8:00AM |
8:00PM to 8:00AM |
|
As per the requirement, I need to create 2 different SLA because Working hours are different. (Let me know If I am wrong)
If I use 24 * 7 time, then only need to create 1 SLA, put 2 conditions in SLA (for Critical & Moderate), add SLA into Entitlement.
Here, the issue I am facing is Different Response Time based on two different Working hours.
And I think we cannot set Time from 8PM to 8AM in Customer Service Schedule.
Tested Scenario:
(1) Create Working Hours something like below:
Start Time: 12:00 AM to 8 AM
Break: 8 AM to 8 PM
EndTime: 8 PM to 12 AM
Result: Not Working
(2) Create 3 Working Hours:
(i) 8AM to 8PM
(ii) 8PM to 12AM
(iii) 12AM to 8 AM
Result: Not Working
Anyone know how to configure this ?
Thanks in advance.
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