SLA Control

[georgew]

Is it possible to setup Priority based SLA's?

That is to say configure an SLA response time which has escalation times based upon the tickets priority

[georgew]

Bump?

[jojo]

this is only done via SLA. The priority has no effects on the SLA Times

[Mothra]

I used to want this too, but then I read the following by ITSkeptic,

Some organisations give high importance to how long IT is going to take to resolve incidents, and they write this into SLAs as a key metric. Usually high priority incidents are to be resolved quickly while lower priority incidents can take progressively longer.

This is akin to firemen promising to extinguish three-alarm fires within ten minutes but a backyard grassfire may take until tomorrow. It is absurd on three levels: extinguishing the fire takes as long as it takes, bigger fires take longer, and that little yard fire won’t be so small tomorrow.

So now I follow the OTRS system of promising response, update and resolution times based on services and leave the word "priority" out of the SLA altogether. Then, back in OTRS, the priority attribute is simply an indicator as to the impact associated with a particular service (every, many or one 1 end user affected) and this then determines how much resource (Agents + hours) is assigned to that ticket.