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    Todd
    Response Requirements - More than One
    Topic posted March 6, 2017 by Todd Bronze Medal: 1,250+ Points 
    225 Views, 10 Comments
    Title:
    Response Requirements - More than One
    Content:

    We have the Response Time (240 minutes) and Resolution Time (480 minutes) set up in the system which is used in most use cases.  However, in certain use cases when the Category is a certain value (lets say financial) and is assigned to another agent is it possible to have a different Response Requirements other than what is set up as the default?  The reason is that if financials or credit is involved it will take more time (2 days) to Respond and Resolve.

     

    Thanks

    Comment

     

    • Sebastiaan Draaisma

      Hi Todd

      Yes, you could create a new SLA, say 'Financial' and have a business rule apply this SLA when Prod equals Creditcard etc.
      In this SLA you could then have a different service intervall and response & resolution time. (see attached picture)

      You can specify response requirements, work hours, and holidays that are specific to the SLA. The response requirements of the SLA override the default response requirements. This allows you to define more stringent response requirements based on the level of service being provided by the SLA. Select the day and work hours along with the Response and Resolution times (in minutes) to be associated with the SLA. Then multi-select from the list of Holidays (you have already created) and click Update.

      Please see this article for more information and on how to set one up.

    • Todd

      I have tried that and created an SLA for 960 minutes and also created a rule that is being triggered.  I created an incident and it has the default response time and when I trigger the rule and apply the SLA it does in fact change the response time, which is good however it doesn't change it to the specified SLA time, it changes it to a week out?  I'm not sure where that is being pulled from??  See attached screenshot.

      Thanks

    • Todd
    • Sebastiaan Draaisma

      Hi Todd.

      I see the 960 minutes in SLA2 picture (16 hours).
      Is it possible that you have had a test with this particular contact (test contact) which has multiple or modified/reused SLA's assigned?

      Could you check the SLA settings for this particular contact and remove the old ones and test again?
      When you modify an excisting SLA it will not automatically update those allready assigned to your contacts. That's why its always better to create a new one. See this article for more information on that.

      When an SLA is modified in the database, the new version is not automatically applied to the contact and organization records. Instead, you must remove the older SLA instance and save the contact or organization record, then the updated SLA can be applied to the contact or organization record.

    • Todd

      We are not using SLA's anywhere in the system it would only be a case by case and applied only to the Incidents of category type Credit or Financial.

       

      Thanks

    • Sebastiaan Draaisma

      Hi Todd.

      I understand. What I tried to say was that the email adress you used to create your test incident with, that contact might have an SLA assigned with the same name but with different hours. Maybe you experimented a little, changed the hours in your test SLA and have these old test values left in your contact?

      You would have to open that contact in your contact editor and look for an assigned SLA, remove that one, save the changes and test again to see if the rel_due time shows correctly. Should this not solve the problem than I would check the rules log and transaction log for changes.

    • Mathan Gurusamy

      Hi,

       

      I am new to OSC. Is there any possibilities to customize Response requirements which means, can we add any extra filed into response requirements?

      Please guide me to do this.

    • Sebastiaan Draaisma

      Hi Mathan.

      Welcome to the forum and welcome to Oracle :-)
      In OSvC (Oracle Service Cloud), FKA RightNow you have your SLA settings. In these settings you cn create an unlimmited set of SLA's (for each level of service) for ex.based on product, priority, customer levels etc etc. However.... this has to be done in combination with your business rules.

      Say, you want to have a product specific SLA where customers with product x need a quicker response time. You create your SLA for this and name it 'SLA product x' in which you specify your response times.Then in your business rules you create a rule where you apply this specific SLA when the condition you specify matched. So it is in your business rules where you specify your conditions for your SLA. For example. If product equals x apply SLA product x.

      You can be very specific in your business rules and use additional fields in a AND OR combination.

      Hope this gives you an understanding of how the system works. Should you have additional questions than my advice is to create a new topic for this as a new topic will be more visible for others and receive most likely more response :-)

    • Mathan Gurusamy

      Hi Sebastiaan,

      Thank you so much for your prompt reply. I need some more clarification regarding this (i.e) If we wright business rules, will it done the calculations automatically with the resolution time and response time which are already there in Response requirements ?

       

    • Sebastiaan Draaisma

      You are welcome Mathan.

      Yes, once the business rule has applied the SLA of your choice, based on the conditions you set in the business rule, the incident will receive the correct relative due time (incidents.rel_due) which is the response time set in the SLA based on your operating hours (also in your SLA) and will also take public holidays into account (if these have been specified). This is done automatically.