{"id":4408,"date":"2016-02-15T13:12:01","date_gmt":"2016-02-15T13:12:01","guid":{"rendered":"http:\/\/blog.soton.ac.uk\/servicemanagement\/?p=4408"},"modified":"2016-02-15T13:12:01","modified_gmt":"2016-02-15T13:12:01","slug":"sla-improvements","status":"publish","type":"post","link":"https:\/\/blog.soton.ac.uk\/servicemanagement\/2016\/02\/15\/sla-improvements\/","title":{"rendered":"SLA Improvements"},"content":{"rendered":"<p>SLAs have been adjusted to pause when a ticket is Resolved and restart if the ticket is reopened.\u00a0 This will allow the same SLA to continue rather than creating a duplicate.\u00a0 The SLA will also be on hold while the ticket is Resolved in the same way as the different On Hold states.\u00a0 This will stop tickets from automatically breaching if a customer reopens a ticket days after it was originally Resolved.<\/p>\n<p>The P1 SLA has been adjusted to run a 24\/7 schedule rather than the business hours of the other SLAs.\u00a0 This is to align it to the business SLA policy.<\/p>\n<div id=\"themify_builder_content-4408\" data-postid=\"4408\" class=\"themify_builder_content themify_builder_content-4408 themify_builder themify_builder_front\">\n\t\t<\/div>\n<!-- \/themify_builder_content -->","protected":false},"excerpt":{"rendered":"<p>SLAs have been adjusted to pause when a ticket is Resolved and restart if the ticket is reopened.\u00a0 This will allow the same SLA to continue rather than creating a duplicate.\u00a0 The SLA will also be on hold while the ticket is Resolved in the same way as the different On Hold states.\u00a0 This will [&hellip;]<\/p>\n","protected":false},"author":97582,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-4408","post","type-post","status-publish","format-standard","hentry","category-uncategorized","has-post-title","has-post-date","has-post-category","has-post-tag","has-post-comment","has-post-author"],"_links":{"self":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/4408","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/users\/97582"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/comments?post=4408"}],"version-history":[{"count":1,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/4408\/revisions"}],"predecessor-version":[{"id":4410,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/4408\/revisions\/4410"}],"wp:attachment":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/media?parent=4408"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/categories?post=4408"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/tags?post=4408"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}