I would agree with "the two state" persepctive... we're either doing something or waiting for something... although, in our present circumstances, we have a 3rd party, the app. vendor (to show as a location, not so much a status change), when coding issues need to go "back to base." (and we need to account for 3rd party SLA's)

But to continue the tennis analogy, we occasionally have to refer to Hawk Eye when someone shouts "Out !!" (Maybe HMP could throw out some chalk dust... :-)

We would entirely agree with Rod above, that a response is "when the client is actually contacted by someone..."

Triggers driven by status is a great idea. And when linked to age, or time progress against SLA for that priority, this provides the customer with assurances that work is happening, without them needing to chase... which means less interruptions, less escalations... and so we all lived happily ever after... :-)

Just had another thought. Would it be possible to set the SLA based on the priority. Currently when we log jobs we assign a priority ( / impact state).
It would also be good if we could set the associated SLA again the system code. So if then I select a P3 then the system would already know (and notify) that it needs to be done within 2 days, if it is a P4 then it would give it 5 days.

Currently the only way I can see i can do this is by setting the Time Option "set the 'To be completed by' date to be in ..." within the job template. This is ok but not great as then I have to set up a job template for each priority which in the end is counter productive.

Is it possible?

Hi Timo,

If you need to set the "To be completely by" date in the job, you can use the Priority Manager to do it for you. See http://www.helpmasterpro....n-Board/aft/292.aspx

Once this date has been set, you can then create another Priority Manager profile to send the SLA notification emails and breach warning etc. See http://www.helpmasterpro....on-Board/aft/39.aspx

We are also considering a major enhancement to the Priority / SLA / To be complete by feature for an upcoming version of HelpMaster that will be largely driven by the priority of the job.

Hope this helps,
Rod