Assigning SLA depending on time ticket created. Business hours vs. off hours

Hi

We'd like to be able to have a different SLA response time if the ticket is created during business hours vs. being created during off hours.

Automation rules don't seem to have Created date/time as a condition. Is there a way to do this?

Thanks

Asked by Chuck Renninger on Tue 12/6/22 9:40 AM
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Answers (2)

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Chuck Renninger Tue 12/6/22 5:01 PM

Hi Mark

Thanks for the quick response. There is another scenario we'd like to do with SLAs but I'm not sure it can be done either. We'd like Technicians to choose the Priority once a ticket is created and have a specific SLA assigned based on low, medium, or high Priority. Automation rules won't apply since the Priority is determined after the ticket is created by the Client. Can you see any way that can work. Seems like other users would have similar requirements. I think we could do it in iPaaS, but was wondering if there was another way out of the box. Thanks

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Out of the box there isn't a great way to do this unless you just have a workflow sitting there waiting for the priority to change/be set. iPaaS is probably your best bet honestly for the smoothest way to achieve that. - Mark Sayers Wed 12/7/22 9:54 AM
Mark Sayers Tue 12/6/22 10:24 AM

Hello Chuck,

Unfortunately there isn't a way to set an SLA on a ticket based on the time of day the ticket was created. You can configure your SLAs to have a set of operational hours that function during specific times of the day, but that also is not dynamically settable.

Let me know if you have further questions.

Sincerely,
Mark Sayers
Sr Support Consultant

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