Tuesday, August 25, 2015

Desired Completion

Affected SLALet's say a user submits a request. In this request the user explains that his laptop's battery is no longer charging. He also explains that he will not be in the office until Tuesday.

The specialist to whom this request is assigned sets its status to 'Waiting for...' and sets the Waiting until field to Tuesday 9am. This ensures that the specialist receives a reminder on Tuesday morning so that she does not forget to drop by the user's office with a new battery.

But what if the SLA by which the user is covered dictates that this incident needs to have already been resolved on Monday? The new Desired completion field has been introduced for just such situations.

Request with desired completion and waiting until fields filled out
In this example, the specialist can set the desired completion of the request to Tuesday 5pm. Because the manually entered desired completion is later than the automatically calculated resolution target, the desired completion will be used for SLA reporting. This can be seen in the Affected SLA record that is linked to the request. Its resolution target has been crossed out to indicate that it will be ignored.

Affected SLA with resolution target crossed out
To ensure that this feature does not get abused, the requester receives an automated email notification.

Desired completion set email notification
If a desired completion is more stringent than the calculated resolution target, then it is still used to prioritize the request in, for example, the Inbox console, but it is ignored when the SLA reports are generated.

Affected SLA with desired resolution crossed out
The Desired resolution field can also be used to specify a target for requests that do not have an automatically calculated SLA target. This allows providers to prioritize, for example, the requests for new features that users submit for the provider's application services.

For such requests, which do not have an automatically calculated resolution target, the SLA reports will not show a target violation when the manually entered desired completion is violated.

2 comments:

  1. I understand that you should change the SLA target using Desired resolution. So, all SLA will be "green" anytime the specialist add more time to an SLA commitment target. Isn't it??

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    Replies
    1. Hi Ruben,

      The Desired completion field should only be filled out when a different target date and time has been agreed on with the requester.

      If the desired completion is later than the completion target that was calculated based on the SLA, then the desired completion date will be the target that will be tracked for SLA reporting.

      On the other hand, if the desired completion is earlier than the completion target that was calculated, then the completion target will still be used for SLA reporting purposes.

      So, by setting a desired completion that is later than the completion target, the specialists will get some extra time to complete the request without violating the SLA.

      To prevent abuse of this feature, the requester (specifically the person who is selected in the Requested by field) is automatically informed via email when a desired completion is set, updated or removed.

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