Hello Listers,
Please excuse my SLA
newbie questions. I recently was assigned SLA Module 6.0 Out of
the Box and don't know how to overcome some of these obstacles and have an
important Demo in the morning.
Problem:
We have multiple
groups each with different business time tags that want to use the same
SLA. Only one business time tag entry is allowed on an SLA. How can I overcome
this?
How can I configure
an SLA so that groups with different business hours tags can use the same SLA?
Do I just create multiple SLA's referencing each business time
tag?
Is offset hours the
answer?
How do I overcome a a virtual group spanning multiple
time zones using the same business time tag of 8am-5pm?
Ex. I don't want a group member in eastern time to
"lose three hours" if a case with SLA in progres is created in
Pacific Time and Eastern Team Member has gone home for the
day.
Some teams also
operate on different business hours within the same time zone and I want them to
be able to use the same SLA, but with different business time
tags.
Thanks in
advance!
Jase Brandon
Remedy Administration/Development
Customer Support Systems Group
Desk - (615) - 320-4494
Cell - (334) -
318-5426
[EMAIL PROTECTED]
ARServer
6.3
Help Desk
6.0
SLA
6.0
