Cases SLA Tracking
- Magdalena Orłowska (Unlicensed)
- Former user (Deleted)
Available in: Enxoo for Communications |
SLA for Customer Trouble Tickets and Network Trouble Tickets
SLA - Service - Level Agreement determine how quickly the cases should be resolved. Below you will find the explanation of every SLA-related field that is tracked on Customer Trouble Ticket.
Date - Fault start- date and time when the fault occurred. If you leave this field blank, it automatically assigns the date and time of case creation in the system (with the ability to overwrite manually).
Date - Acknowledged - date and time when the Case was successfully verified. It automatically assigns the date and time when the Case's status was changed from New to any other except Cancelled, Pending, or Rejected (according to the flow).
Date - Rejected - date and time of case rejection. It is automatically assigned only if the case is rejected with the date and time of changing the status from New to Rejected.
Date - Estimated resolution - date and time when the case is estimated to be resolved, assigned manually.
Date - Committed resolution - date and time of case resolution, committed with the customer. It is assigned manually.
Date - Actual resolution - date and time of actual resolution of the case. It is automatically assigned when the case status is set as Resolved or - if you skipped this status - closed.
Date/Time Opened - date and time of case registration in the system (case creation).
Date/Time Closed - date and time of case closing.
Verification time - the time between case creation and its verification (hours). All of the cases are registered in the system with a status New. This formula shows how much time it took to go from this status to any other, except Pending or Cancelled.
Case processing time - the time spent for case processing in Salesforce - this is the time between case acknowledgment and fault resolution (hours).
Downtime - a period of time, when the system was unavailable. If we do not introduce Date - Fault start, so it is assigned to be equal to Date/Time Opened, the Downtime is the same as Case processing time.
Milestone status - indicates whether a case is compliant with agreed milestones:
Near violation- there are 4 hours (or less) left to the time of defined committed resolution.
Open violation - the time of committed resolution has already passed and the case is still open in the system.
Closed violation - the time of committed resolution has already passed and the case is already closed in the system.
Milestone compliant- the case was resolved on time or there are more than 4 hours left to the time of defined committed resolution.
At the moment, in SLA calculation, Pending time, On hold time, and the case reopening process are not taken into consideration.
General Inquiries do not concern any faults and system unavailability, so in SLA for General Inquiries you do not introduce Date - Fault Start and Downtime is not calculated.
SLA for Affected Service
SLA metrics for Affected Services are calculated based on their Parent. All of the information about the exact dates and times are kept in Network Trouble Ticket (Parent Case). SLA for Affected Service shows only general information.
Date/Time Opened - date and time of case registration in the system (case creation).
Date/Time Closed - date and time of case closing.
Date - Rejected - date and time of case rejection. It is automatically assigned only if the case is rejected with the date and time of changing the status from New to Rejected.
Verification time - the time between case creation and its verification (hours). All of the cases are registered in the system with the status New. This formula shows how much time it took to go from this status to any other, except for Pending or Cancelled. Assigned based on Parent Case.
Case processing time - the time spent on case processing in Salesforce - this is the time between case acknowledgment and fault resolution (hours). Assigned based on Parent Case.
Downtime - a period of time, when the system was unavailable. If we do not introduce Date - Fault start, it is assigned to be equal to Date/Time Opened, the Downtime is the same as Case processing time. Assigned based on Parent Case. If a case Planned Maintenance is not Service affecting, the value of Downtime will always be equal to 0.
Milestone status - indicates whether a case is compliant with agreed milestones, listed in the previous subsection of the article, based on Parent Case.
If the Bypass Fields Synchronization checkbox is unchecked, Date/Time Closed and Date - Rejected for Affected Services are also set based on their Parent Case.
SLA for Planned Maintenance
There are some SLA metrics for Planned Maintenance that are different than those introduced as a part of Network Trouble Ticketing. All of them are described in this subsection of the article.
Date - Maintenance Expected start - date and time when the maintenance is going to be performed. Assigned manually.
Date - Maintenance Expected end - date and time when the maintenance is planned to be finished. Assigned manually.
Date - Maintenance Actual Start - date and time when maintenance started. Assigned manually.
Date- Maintenance Actual end - date and time when the planned maintenance was finished.
Downtime - a period of time, when the system was unavailable. In case Planned Maintenance is not Service affecting, the value of Downtime will always be equal to 0.
All of the other metrics are defined the same as for Customer Trouble Ticket and Network Trouble Ticket.