Idea ID: 2796876

SLA improvements

Status : Waiting for Votes
over 1 year ago

It would be beneficial to have more control over how Service Level targets are calculated/applied to records. Some of our customers have different contracted agreements which should be possible to use/measure in SMAX:

Some areas of possible improvement:

- Allow the total time to be recalculated from the start using another Work Schedule (if it applies when the Service is changed and the corresponding SLT has a different Work Schedule);

- Associate a SLA to other table records, not only Services;

- Allow for the calculation start/end to be configured (e.g., start the clock when record moves to phase X, etc);

- Allow for pause conditions to be configured, maybe not associated only with Status;