In order to support multivendor environments, SLA / OLA calculations would need more attributes for defining when SLA / OLA is on pause. Today the only attribute that can be used for pause is ’Status’. This is not sufficient since very common real life scenario is that incident is reassigned between queues. In the mentioned scenario there is need to calculate the total time the incident has been on individual queues during the whole lifecycle of the incident, so that actions could be triggered and/or SLA status would show up on Console view properly all the way from the incident creation time. This means in practice that one incident could have multiple SLAs on pause simultaneously when it is not yet resolved. To be clear, the place of below screenshot should allow usage of multiple attributes instead of only ‘Status’ for the pause condition.
Below is step by step example how the functionality is requested to work in future:
a. An new incident has been opened and assigned to Partner 1 queue
a. Partner 1 SLA/OLA clock will start to run
b. Incident will be re-assigned to Partner 2 queue
a. Partner 1 SLA/OLA clock will go to pause
b. Partner 2 SLA/OLA clock will start to run
c. Incident will be re-assigned back to Partner 1 queue
a. Partner 2 SLA/OLA clock will go to pause
b. Partner 1 SLA/OLA clock will continue to run
d. Incident is closed
a. Partner 1 SLA/OLA clock will stop
b. Partner 2 SLA/OLA clock will stop
Above is the description how SLA calculations are wished to be enhanced, since SLAs is very important element in order to manage multivendor environment successfully.