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SLA integration with Helpdesk solution

SLA integration with Helpdesk solution
Aadi's picture
Submitted by Aadi on 15 April, 2008 - 03:36.

Without installing Asset management solution can we integrate SLA with Helpdesk solution?

There are ways to use SLAs

Submitted by George Wagner on 15 April, 2008 - 10:46.

There are ways to use SLAs based on the Due Date of a ticket that wouldn't require Asset Management solution. We use the combination of urgency and impact to set a priority. Then, based on the priority and type (incident or request), a due date is set that takes into account business hours. This seems to work well for us so far. The business hours piece I used from John Doyle's "Contracted Delivery Times" here: http://www.johndoyle.org/article001.html.

Hope that helps!
George