Hi Dears ,
I'm facing one issue regard the (Service Level Agreement) by default Landesk is caring about Breach in general , what ever the Agreement is being made .
am trying to design two way for SLA
( one for 1st line level as Response Level ) another for ( 2nd line as Resolution Level )
mainly i have 4 core process for tickets :
Start > Awaiting Response > Open > Resolved
From Start to Awaiting response == Response level
From Open to Resolved == Resolution Level
both agreement have different times for escalation time
I need to know exactly if ticket is got breached , is it breached with ( 1st line or 2nd line ) as ( Response breached or Resolution breached )
so can some one help me with a design for such a thing .