Turning off SLA's for one support group but leaving it on for other groups

Mina_Saidi

Mina_Saidi Customer IT Monkey ✭

January 2019 in Asset Import

Hi, Is it possible to turn off SLA’s completely for one support group and keep it active for other support groups?

We have one set of SLA metrics that apply currently for all support groups and one section has asked for the SLA to be turned off for them completely. Is that possible? I have a look but I can’t seem to find it anywhere.

Thank you.

0

Best Answer

Brett_Moffett Cireson PACE Super IT Monkey ✭✭✭✭✭

January 2019 Answer ✓

Hi Mina,

Yes this is possible.

SLO's are assigned to a Queue.
A queue is a group or collection of Work Items that match a given criteria.
The SLO's that you currently have will be targeted at one or more Queues.
Find the queue that it is targeted to and add an exclusion for Work Items that are assigned to the support team who do not want the SLO's. This will remove any WI from the queue and therefore not apply the SLO.

Hope this helps.

5

Answers

Brett_Moffett Cireson PACE Super IT Monkey ✭✭✭✭✭

January 2019 Answer ✓

Hi Mina,

Yes this is possible.

SLO's are assigned to a Queue.
A queue is a group or collection of Work Items that match a given criteria.
The SLO's that you currently have will be targeted at one or more Queues.
Find the queue that it is targeted to and add an exclusion for Work Items that are assigned to the support team who do not want the SLO's. This will remove any WI from the queue and therefore not apply the SLO.

Hope this helps.

5
Mina_Saidi Customer IT Monkey ✭

February 2019

Thank you brett, this helped. Regards

0

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