Topic by Gregg Kosel
Content
I am looking for some comments/suggestions on how to handle the situation where an incident is showing that the SLA was not met.
This situation can happen for a variety of reasons such as when you have resolved the issue that the customer has asked, but may still need to leave the incident open in order to research a back-end issue?
Another situation could be where the issue appears to be resolved, but the customer is adamant that you do not resolve the issue until they have had some time to test the proposed resolution.
This is kind of a side issue, but as an FYI, we are using the Initial Resolved field in our reports to calculate whether the incident SLA was met. However, after creating a support request with Oracle, we have been told that there is a bug that is causing the reporting of the Initial Resolved Date from reporting the data correctly.
So, I am just looking for some general information from the community on how to handle issues where the system is showing that an incident SLA was missed, but in reality it was not? How can we update the incident to reflect that the SLA was in fact met?
I have included a Code Block for the column definition (Resolved Count) that we use to count the number of incidents that have been resolved within the specified SLA in the Code Block section as well as an export of the report that we are using to gauge the SLA Effectiveness.
Thank you in advance for any suggestions that you can provide.
Gregg