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