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For each of the five default priorities (very low, low, medium, high, critical) an SLA value for the response time and handle time can be set. These can be set in minutes, hours, days, weeks, or months. For hours or days, the planned times can also be set in ‘work’ hours or days. If used, the planned response and handle times of a request are calculated, taking the work hours regime into consideration [See: Creating and linking regimes].
SLAs in the request
The priority of the request (determined by the problem type but can be changed by the service desk employee in the request) will determine the planned response time and planned handle time of the request in combination with the submit date/time of the request. The submit date/time is automatically set based on the moment the requestor submits the request.
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The enabled settings are evaluated together to determine possible duplicates for a new request. E.g. if duplicate check is enabled for problem type and propertybuilding, only open requests with both the same problem type and the same property building are used as potential duplicates. |
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Create and submit the request
A user can create a new request and select the applicable problem type from the drop-down field or use the keywords field (depending on the client setting) to find the applicable problem type. With the subject and description field, the user can give a detailed description of the issue the user is having. The propertybuilding, area, and/or asset can or need to be selected, depending on the problem type settings.
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