Hi Tomas, The easiest solution for your example would be to set the SLA up to stop the clock when the status of Pending is set. Then when Group B look at the case they put it into Pending to stop the clock and leave it there until the supplier delivers the part.
When it arrives take the case out of Pending and the SLA clock will start again giving you what you need. Your example is a classic case of when to use the "stop the clock" feature in the SLA module. This should be explained in the SLA users Manual. Brian Bishop -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Števove Tomáš Sent: 16 January 2007 08:12 To: arslist@ARSLIST.ORG Subject: SLA Scenario - how to setup 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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
