We would like the ability to define "Technicians" in the Service Level Management scope. This is not currently possible because "Technician" is not in the predefined scopes listed. We would like to define different SLA's for our Level 1, 2, and 3 technicians since each level is expected to resolve an incident or service request within different time frames.
For example, ideally we would like to set an SLA for our Level 1 technicians to assign a ticket to a technician within 6 minutes, and resolve the ticket within 20 minutes. If Level 1 needs to escalate to Level 2, we would like the time to resolution to be 90 minutes instead of 20 minutes. Since our three levels have different time resolution expectations, it doesn't make since to have one SLA for all three levels.
Currently, we have it set up so that all tickets must be assigned within 6 minutes, and all tickets must be resolved in 20 minutes. This isn't fair for our Level 2 and Level 3 technicians who can spend hours or days on a ticket.
|What problem will this feature solve?:|
By implementing this, we would be able to accurately report on SLA breaches for our different teams.