4 Replies Latest reply on Jan 23, 2019 9:56 AM by [email protected]

    Response time and resolution in incident SLA

    WALA Apprentice

      hello ,

       

      i have a case that some incidents and its a minor number , that dose not run the response and resolution

      as

       

      the clocks no even started what may cause this ?

        • 1. Re: Response time and resolution in incident SLA
          IJU Expert

          Hello WALA

           

          can you show us the escalation schedules settings you can find in the AdminUI?

          Maybe you can find the one which fits the service you're using in this particular Incidents or the Incidents where this happens.

           

           

           

          Kind regards

           

          Immanuel Jungheim

          Senior Consultant

           

          ITSM Group – Be Better.

          www.itsmgroup.com

          • 3. Re: Response time and resolution in incident SLA
            IJU Expert

            Hello WALA,

             

            thank you for the many screenshots I think they look fine.

            Maybe I should've asked this before: Is there any difference between the Incidents where the escalations run and the Incidents where they don't? Maybe the Status, Owner Team or the way they were created.

             

            Kind regards

             

            Immanuel Jungheim

            Senior Consultant

             

            ITSM Group – Be Better.

            www.itsmgroup.com

            • 4. Re: Response time and resolution in incident SLA
              Pedro@marxtar Specialist

              Hi WALA,

               

              I have seen this when the service desk is logging an incident and only press the save button on the resolved or closed status. Check Audit History and see what is the status on the incident when it is first created. If the creator of the ticket is creating the ticket in closed status and no service selected on the ticket this will not trigger the business rules to create escalation watch. I have only seen on a few tickets but the answer will be on your audit history.

               

              Hope this helps!

               

              Best wishes

              Pedro Ferreira

              ITSM Consultant

              MarXtar