MGT - Requests: Service Level Agreements
- Julie Isebaert
- Sergio Karijodinomo
If Service Level Agreements on a request are enabled, The ‘Planned response date’ and ‘Response date’ are now also shown on the request page (next to the 'Planned handle date' and 'Handle date’).
A page include is also added to show manual changes made to the fields ‘Log date', ‘Response date’ and 'Handle date’.
As a service desk employee
I want to quickly see the SLA times I need to adhere to and see any custom changes to these fields
So that I know which requests I must give priority and why certain dates have been changed, helping me make better choices in my work.
Benefits
Adding the response date fields, makes it more clear to users if the request can still be responded to in time
Showing any changes and the comments on the changes to the SLA fields, help users understand why a co-worker changes a date field (for instance, the request was already reported as handled via email/phone)
Configuration instructions
Requests module | 1.3 Service Level Agreement (SLA)