Response levels
The following response levels are included for the Request Management module of the out of the box database:
- Priority 1 - 4 hours turnaround time
- Priority 2 - 8 hours turnaround time
- Priority 3 - 16 hours turnaround time
- Priority 4 - 40 hours turnaround time
- Priority 5 - 80 hours turnaround time
You can select these directly on the Request window. Each of these response levels has a single escalation that tracks the incident from the Open status to the Completion status type. The escalation actions for this escalation are the same for each response level:
- 10% - change color to cyan
- 25% - change color to light green
- 50% - change color to orange
- 75% - change color to red
- 100% - change color to purple and notify the Help Desk group
Agreement rules
The following agreement rules are included for the Request Management module of the out of the box database:
|
Agreement |
Customer |
Configuration Item Requested |
Priority |
Severity |
Response Level |
|---|---|---|---|---|---|
|
Standard Request |
|
|
Priority 1 |
|
Priority 1 |
|
Standard Request |
|
|
Priority 2 |
High |
Priority 1 |
|
Standard Request |
|
|
|
|
Priority 2 |