HR Help Desk - Severity Based Turn Around Time Limit Setup (SLA)

Summary

HR Help Desk - Severity Based Turn Around Time Limit Setup (SLA)

Content

Hi ,

We are configuring HR Help Desk functionality.

Any Updates or Documentations on How to Setup the SLA Time Lines for each Queue and are there any delivered Mechanism for Monitoring and Escalating the SLA breaches

We are in Release 13 19C

Basically we want to Setup Turn Around Time based on Severity and Queue Category and monitor the tickets for any breach

Example:

1.) Queue Category : HR Operations and Severity : LOW , then HR Department's Turn-Around-Time is 5 Working Days. If the Ticket is not resolved in 5 Working days then it should be identified as "SLA Breach"