(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?
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