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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 16/02/2009 04:59:55
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andrewl94133
Super SysAider
Joined: 18/06/2008
Messages: 72
Offline
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Hi, is it possible to have the system NOT ask whether the agent wishes to de-escalate the service request? I would like to use the escalation field to measure different levels of escalation but agents keep answering YES when asked "Do you wish to de-escalate the service request".
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17/02/2009 09:20:31
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shay
SysAid Customer Relations
Joined: 14/04/2008
Messages: 93
Offline
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Dear andrewl94133
Currently this is not possible and this is a good feature request which you can open in our Feature request forum .
However if you will describe what exactly your escalations rules does and attach us a screen shots of your escalations rules , we might give you an alternative .
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19/02/2009 12:13:22
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andrewl94133
Super SysAider
Joined: 18/06/2008
Messages: 72
Offline
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Our escalation rules are set to warn us 30 minutes before the ticket approaches response time SLA (different times for High, Normal & Low priorities) as escalation level 1 (internal escalation), then again when it passes the response time SLA as escalation level 2 (external escalation).
Basically I would need to be able to get statistics on the % of tickets that have exceeded SLA based on the response time. However since there are different response times I can't use a single report - I have to run at least three reports with the different priorities and response times then add them together manually which is awkward.
Could someone supply a SQL query to export the number of tickets where the response time was outside SLA, defined by the priority level?
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19/02/2009 13:09:48
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Haim
SysAid Wiz
Joined: 15/04/2008
Messages: 2449
Offline
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Andrew,
In SysAid, you have the option to set up times for any purpose and then create reports based on those timers.
You can set up times at preferences > helpdesk setting > timers.
This will allow you to configure different timers for different SLA contracts you may have.
You can read more on the timers option in the SysAid user manual which is available at: http://www.ilient.com/down/SysaidUserManual.pdf
Best regards.
Haim
Best regards.
Haim
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Pushing IT forward |
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19/02/2009 20:30:38
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Obelix
SysAid Wiz
Joined: 12/06/2008
Messages: 903
Offline
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The warning thing I suggest you create through the project modul.
As for the rest... SysAid got a report called something like "service breach" (forgot the correct phrase)... which count the number of SR is underdeliver based on the due date.
If you implement the SLA as you defined the due date you might get everything with that single report template.
I uh...
*looking around*
I think.
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02/02/2012 23:24:01
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Matrix-Donald
Super SysAider
Joined: 11/10/2011
Messages: 78
Offline
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Coming back to the original post, "is it possible to have the system NOT ask whether the agent wishes to de-escalate the service request?" Was a feature request ever generated for this/ I was asked the same thing today. First the responses to the question are confusing...OK or Cancel. Second, when you click OK, the ticket seems to get immediately escalated again. We want to get rid of the question all together.
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17/05/2012 21:51:33
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CS555
SysAider
Joined: 05/03/2012
Messages: 6
Offline
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I'd like to reiterate Matrix-Donald's question: I value escalations for being able to automate notifications to my agents, but would really love to be able to shut off the prompt that recurs whenever they do something to an SR that has been escalated. Is there any option for this?
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20/05/2012 14:18:45
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Oded M
VP Product
Joined: 28/05/2008
Messages: 891
Offline
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Hi Matrix-Donald,
There is a feature request for something similar : http://www.sysaid.com/Sysforums/posts/list/6680.page
This actually is requesting not to ask as well - but not to ed-escalate.
I think you want the ticket to de-escalate automatically without asking - or do you want the same.
Anyway - I suggest we take the discussion to the feature request forum under the link above - maybe a checkbox for not asking with a default value (Yes/No implemented) will cover both needs
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08/05/2013 06:19:33
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IanGP
SysAider
Joined: 02/04/2013
Messages: 2
Offline
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Hi All,
This is quite an annoyance, but one workaround is to use the Action Builder in the Escalation Rules.
Set SR Custom Int to any value you'd like to use to track escalations.
Still, would prefer that my techs don't have the extra click in the process....
Cheers.
Ian
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