Support Levels & Response Time List - equivalent in v6?

Open discussion about our Alloy Navigator 6 application

Support Levels & Response Time List - equivalent in v6?

Postby Kynson on Tue Feb 02, 2010 5:56 am

In v5.3 we have Support Levels and Response Time List for calculating Priority on Tickets. One of our complaints about v5.3 was that we were forced to have the same population on all Ticket Classes, rather than only on Incidents. This seems to be fixed in v6, from what I can see. However, I can't find any matrices for identifying the relationships of:
Impact + Urgency => Priority => Response Date & Due Date

Could you point us in the right direction, please?

From our perspective, we'd like forced population on Incidents, and then on other tickets an initial population on creation which can be overridden subsequently. This does appear possible in v6.

As an aside, we are disappointed not to see a simple implementation of "stop the clock".
User avatar
Kynson
Member
 
Posts: 10
Joined: Fri Jan 08, 2010 8:50 am

Re: Support Levels & Response Time List - equivalent in v6?

Postby janstonselig on Tue Feb 02, 2010 10:42 am

Kynson wrote:Impact + Urgency => Priority => Response Date & Due Date


Look at Services > Service Levels

Kynson wrote:From our perspective, we'd like forced population on Incidents, and then on other tickets an initial population on creation which can be overridden subsequently. This does appear possible in v6.


Hmm, I haven't tried it, but can't see why it's not possible. You should be able to change the values for the fields after the initial field population. Haven't tried it though.
User avatar
janstonselig
Senior
 
Posts: 174
Joined: Thu Aug 30, 2007 1:12 pm


Return to Alloy Navigator 6 Discussion

Who is online

Users browsing this forum: No registered users and 2 guests

cron