My requirement is that I have to enforce SLA for problem ticket so that the RCA is done within 10 business days.
Best answer by zachary.king
Thank you @zachary.king for the response. I think SLA is not applicable for problems but only for Tickets (Incidents and Problems). Correct me if I am wrong.
Due date for Tickets would be based on SLA but how due date for problem is calculated without any SLA?
I can explore using expression in workflows to set the due date as you said.
If you are referring to the SLA component of Freshservice then yes it appears to only work with Incidents and Service Requests. But the idea behind SLAs would be applicable for Problems, such as you mentioned to generate a time crucial RCA. But unfortunately I don’t think Freshservice enforces this within an SLA policy built in the SLA module of freshservice. Seems like it would be easy to add sense the “Due By” field is represented in the Problem Record properties screen. That “Due By” date is simply a match of what you have entered into the “Due Date” form field. But using workflow you could automate a similar SLA escalation scenario for problem records. Just might be a bit tedious to get working. Tagging
+16Hello
Hope that helps! Take care.
Thank you @zachary.king for the response. I think SLA is not applicable for problems but only for Tickets (Incidents and Problems). Correct me if I am wrong.
Due date for Tickets would be based on SLA but how due date for problem is calculated without any SLA?
I can explore using expression in workflows to set the due date as you said.
+16Thank you @zachary.king for the response. I think SLA is not applicable for problems but only for Tickets (Incidents and Problems). Correct me if I am wrong.
Due date for Tickets would be based on SLA but how due date for problem is calculated without any SLA?
I can explore using expression in workflows to set the due date as you said.
If you are referring to the SLA component of Freshservice then yes it appears to only work with Incidents and Service Requests. But the idea behind SLAs would be applicable for Problems, such as you mentioned to generate a time crucial RCA. But unfortunately I don’t think Freshservice enforces this within an SLA policy built in the SLA module of freshservice. Seems like it would be easy to add sense the “Due By” field is represented in the Problem Record properties screen. That “Due By” date is simply a match of what you have entered into the “Due Date” form field. But using workflow you could automate a similar SLA escalation scenario for problem records. Just might be a bit tedious to get working. Tagging
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
