Priority based on time remaining in SLA?

[neyz]

Hello,

We have worked by assigning tickets a static priority based on impact on ticket creation, as tickets pile up low priority tickets accumulate and never get closed, missing their SLA. would like to help my agents prioritize their tickets by changing the priority of a ticket based on remaining time in the SLA. The idea is to get as many tickets respect their SLA.

How would you approach this? Any ideas of how to implement this?

Thanks!

[crythias]

Time based generic agent queries talk about events that have already passed in ranges from [after] n units (ago) and [before] n units ago. On a time line, it looks like:

<-- before -- n units (3 days? 4 hours) -- after -- now.

[neyz]

Thanks for your answer.

So you would create as many events as there are "impact / criticity" combinations multiplied by the number of repriorisation steps that i would like to configure.

That sounds like a lot of events to create, or am I not thinking it the right way?

Thanks!

[crythias]

Based upon triggering on things that have already occurred, though, the one thing that you know has passed is the creation time. Arguably, your time to complete is relatively constant for either queue or service/SLA. That is to say, SLA complete might be 48 hours from open. So if ticket is still open and ticket create time before 36 hours ago, that's 12 hours to go, so change priority.