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The planned response and planned handle dates in a request cannot be changed, as these are based on the priority. The actual dates however, can be changed by the service desk employee. Since it is possible that the requestor was already responded to via phone or email before assigning the request, or the issue in the request was already handled before the request itself was set to handled, both of these dates, as well as the log date (in case the request was not submitted via workplace management by the requestor, but create by the service desk employee based on an email, thus having a log date that should be set earlier than the system has set it). if any of these three dates must be changed, the pencil icon behind the field can be used for this. A new date/time can be set and a mandatory reason must be added. If any of these date/time fields is altered, the date/time will be displayed in red and a log of these changes is shown in an include on the request page:
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Tasks that are deducted from the handle date:SLA times work as follows:
The time it takes to handle a request is
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The request is submitted, but not yet assigned to the responsible user → the response time is started
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The request is assigned back to the requestor, because the request is not clear → the response time is pauzed
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The request is (re)submitted and not yet assigned to the responsible user → the response time is started
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The request is assigned to the responsbible user → the response time is stopped, the handle time is started
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not always fully in control by the employees handling the request. If more information is needed from the requestor, the time it takes for the requestor to provide this information and re-submit the request, should not be taken into account for the SLAs. Therefore, the time the request stays in this status (action requestor) is added to the planned handle date, once the request is resubmitted by the requestor. So if the requestor took 8 work hours to re submit, 8 work hours are added to the planned handle date once the request is resubmitted.
SLA dashboards
If a request is responded to or handled on time, is simple a matter of comparing the planned response and planned handle times with the actual response or handle times
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