Add Assigned Group to Scope for Service Level Management

Idea created by Chad Brown on May 25, 2016
    Under Consideration
    Score20
    • Tony Law
    • todd@elrio.org
    • Chad Brown
    • Kelly Whalen

    (Originally posted on 13, November 2014)

    We have Incidents of the same category/subcategory that would be assigned to one or more groups based on the nature of the incident. Some of those groups have different Service Level Agreements - so we cannot accurately design Service Level Management functions to account for these.

     

    For example, if there is a network printer that is malfunctioning. It is investigated and determined a part needs to be ordered from home office. It would be assigned to Home Office to send the part. Now, based on the Priority, Category, and Subcategory - this incident will fail the established SLA waiting on the part. However, the issue is live and needs to be tracked as such - so changing the state to something such as "On Hold" doesn't show it in reporting where "On Hold" is excluded.

     

    There is already a field for "Requester" in the Scope for Service Level Management - why can't there be a field for "Assignee" as well?

    What problem will this feature solve?: