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Service Creatio, enterprise edition
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Calculating response and resolution deadlines using strategies

Let's take a look at how response and resolution deadline calculation strategies affect actual case deadlines. In our example, customer and support service are in one time zone.

Note

More information about response and resolution deadline strategies can be found in a separate article.

Note

If the response and resolution time is specified in “calendar time” (minutes, hours or days), the service calendar does not affect the deadline calculation. If the response and resolution time is specified in workhours or workdays, the response time will be calculated from the start of the next business period (next business day, etc.). For example, if a case was at 13.00, and the response time is 1 work day, the planned response time will be set to the end of the work interval of the next calendar day.

Calculating response and resolution deadlines using the “By service” strategy

Only the parameters configured on the service page and the service calendar in the service agreement are taken into account when calculating response and resolution deadlines by service. Case priority and support level are not taken into account.

Example

The following settings are specified for the “Consultations on the software setting” service:

•Response time unit: 1 working hour.

•Resolution time unit: 3 working hours.

•Service calendarin the service agreement: 5-day workweek (from Monday to Friday), business hours are from 9:00 AM to 6:00 PM, no lunch break.

As a result, response and resolution deadlines for all cases connected with the “Consultations on the software setting” service will be calculated in the same way, regardless of all other case parameters.

For cases received on Monday, 10:00 AM, the deadlines will be calculated in the following way:

  • Response deadline: Monday. 11:00 AM (registration time + response time unit).

  • Resolution deadline: Monday. 1:00 PM (registration time + resolution time unit).

Calculating response and resolution deadlines using the “By priority” strategy

Only the case priority and the service calendar are taken into account when calculating of response and resolution deadlines by priority. Service and support level are not taken into account.

Example

The following settings are specified for critical priority in the [Case priorities] lookup:

•Response time unit: 30 working minutes.

•Resolution time unit: 2 working hours.

Service calendar: 5-day workweek (from Monday to Friday), business hours are from 10:00 AM to 6:00 PM, no lunch break.

As a result, response and resolution deadlines for all cases of “Critical” priority will be calculated , service agreement and support level.

For cases of “Critical” priority, received for this service on Monday, 10:00 AM the deadlines will be calculated in the following way:

  • Response deadline: Monday. 10:30 AM (registration time + response time unit).

  • Resolution deadline: Monday. 12:00 PM (registration time + resolution time unit).

Calculating response and resolution deadlines using the “By service in SLA” strategy

Only parameters configured for specific service in the service agreement are taken into account in the calculating of response and resolution deadlines by service in SLA. Case priority, service level, and parameters on the service page are not taken into account.

Example

Settings specified for the “Consultations on the software setup” service in the “4 – Axiom” Service agreement:

•Response time unit: 4 working hours.

•Resolution time unit: 1 working day.

•Service calendar: 5-day workweek (from Monday to Friday), business hours are from 9:00 AM till 5:00 PM, no lunch break.

For example, a case has been received from the “Axiom” employee for the “Consultations on the software setting” service that is included in the “4 – Axiom” service agreement on Monday at 10:00 AM. The deadlines for this case will be calculated in the following way:

  • Response deadline: Monday. 14:00 AM (registration time + response time unit).

  • Resolution deadline: Monday. 17:00 AM (registration time + resolution time unit).

Calculating response and resolution deadlines using the “By service priority in SLA” strategy

When calculating response and resolution deadlines by service priority in SLA, Creatio takes into account only the calendar and parameters configured for cases of different priorities on the page of the service in the service agreement. Service level and parameters on the service page are not taken into account.

Example

Settings specified for cases of “Medium” priority of the “Consultations on the software setup” service in the “4 – Axiom” Service agreement are as follows:

•Response time unit: 2 working hours.

•Resolution time unit: 4 working hours.

Service calendar: 5-day workweek (from Monday to Friday), business hours from 9:00 AM till 5:00 PM, no lunch break.

For example, a case of “Medium” priority has been received from the “Axiom” employee for the “Consultations on the software setting” service on Monday at 10:00 AM. The deadlines for this case will be calculated in the following way:

  • Response deadline: Monday. 12:00 PM (registration time + response time unit).

  • Resolution deadline: Monday. 2:00 PM (registration time + resolution time unit).

Calculating response and resolution deadlines using the “By priority in SLA level” strategy

Only parameters configured for specific priority in the [Support levels] lookup and service agreement are taken into account in the calculating of response and resolution deadlines by service in SLA. Parameters on the service page are not taken into account.

Example

The “Axiom” company has a “Business” support level specified in the “4 – Axiom” service agreement. Settings for cases of “Business” support level in the [Support levels] lookup are as follows:

•Response time unit: 15 working minutes.

•Resolution time unit: 1 work hour.

Service calendar selected in the “4 – Axiom” service agreement: 5-day workweek (from Monday till Friday), business hours from 10:00 AM till 6:00 PM, no lunch break.

For the case with critical priority received from the “Axiom” employee on Monday 10:00 AM the deadlines will be calculated in the following way:

  • Response deadline: Monday. 10:15 AM (registration time + response time unit).

  • Resolution deadline: Monday. 11:00 AM (registration time + resolution time unit).

See also

•Response and resolution deadline calculation methods

•How to setup response and resolution time calculation

•Calculating response and resolution deadlines using calendars

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