Hello all, I have problem how to setup SLA for this scenario: Our supplier give us the time, when he delivery commodity. Our SLA goal is "supplier time + all 18 bussiness hours with case". We used SLA 6.0. Because my english is not very good I write here example: Bussiness time: Mo-Fr 8-17 1.) we receive case with priority Medium on Monday 11:00. (SLA start and SLA Due Day is Wednesday 11:00) 2.) group A analyses case and finds out, that we need new component from our supplier. 2.) Group A forward case to the group B on Tuesday 13:00 3.) Group B contacts supplier and supplier give us the time when he delivery component. 4.) Group B setup supplier time in case for example Thursday 8:00. 5.) New SLA Due Day is - Thursday 15:00. 6.) Group B received component and return case to the group A. If group closed case before Thursday 15:00, the SLA is met. As you see new SLA Due Day after contact supplier is return as suppier time + (18 hours - elapsed time).
My questions: is it possible to setup this scenario in SLA 6.0 and if yes, how could I do that? Could it be setup in one SLA, or must be more SLA? How could I setup Terms and Condition and Goal on SLA? Problem with Goal in SLA is, that field is integer. Any help would be appreciated. Thank you Tomas Stevove Software Specialist Email: [EMAIL PROTECTED] _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
