Response and resolution deadline calculation methods

The response and resolution deadlines are calculated base on the case, service, and service contract data as well as the corresponding calendar. More information about calendar setup is available in a separate article.

You can set up contingency plans for deadline calculation using 5 pre-defined calculation strategies: by service, by case priority, by case priority and service in the service contract, by priority on the SLA level. One of the strategies can be used by default, and other strategies can be set as alternatives. If Creatio is unable to calculate deadline using the default strategy, it will automatically attempt its alternative strategy. If the alternative strategy cannot be used, and if it has its own alternative strategy, Creatio will use that strategy. If an alternative strategy is not specified, the deadlines will not be calculated. Use the [Case deadline calculation schemas] lookup to set the default and alternative rules. For more information on importing communication options is available in a separate article.

Note

New schemas are created with development tools in the Creatio platform

By service

This deadline calculation strategy is based on the service page data and the calendar of the service (Fig. 1).

Fig. 1 Data used for calculating deadlines by service

 

By priority

The system uses the [Case priorities] lookup data. This strategy is based on the response and resolution deadlines set for different case priorities (Fig. 2).

Fig. 2 Data used for calculating case deadlines by priority

 

By service in SLA

This strategy is based on the values in the [Response time] and [Resolution time] fields on the [Services] detail of the service contract page (Fig. 3). Here you can also select a specific service calendar if it is different from the calendar of the service agreement. This is the default strategy. Its alternative strategy is “By service.”

Fig. 3 Data used for calculating deadlines by service in SLA

 

Note

The specified calendar will be used when calculating the response and resolution time. If a separate calendar is not available, the response time will be calculated according to the base agreement calendar.

By service priority in SLA

This strategy uses the values on the [Time to prioritize] detail on the page of the service in SLA. Here you can also select a specific service calendar if it is different from the calendar of the service agreement.

Fig. 4 Data used for calculating deadlines by service priority in SLA

 

By priority in SLA level

The calculation is based on the data from the [Priority in Support level] detail of the [Support levels] lookup pages (Fig. 5). This strategy requires that a support level and a calendar be specified in service contracts.

Fig. 5 Data used for calculating deadlines by priority in SLA level

 

See also

•Calculating response and resolution deadlines using strategies

•How to setup response and resolution time calculation

•Calculating response and resolution deadlines using calendars