A new reassessment operation is available as part of the latest release of the CloudSET SLA Management extension framework which until now has been in place as a hidden feature.
The purpose of this feature is to preform a replay of the events occurring since the ticket was created by interrogating the ticket audit log.
As the events are replayed on the SLA Management web server a reassessment of the SLA measurements is performed to determine if and when any of the event timers should have been started, paused, stopped and restarted, if the criteria for passing each event has been met by the re-calculated due date/time, or if the SLA for the event has been violated.
This feature can be used on a ticket by ticket basis as follows:
The Reassess feature will observe the SLA specifications in use when the ticket was created and any changes made since to accurately recalculate the due date/time when appropriate based on the events in the audit log.
This includes changes to ticket priority, SLA Plan and Region (Business Hours) applied to the ticket as well as any status changes that would have caused an event timer to pause, stop ore restart.
Unlike the Reassess feature the Reenact feature will replay the events in the ticket audit log ignoring SLA specifications in place such as SLA Plan, Region (Business Hours) and priority and instead use the specifications currently recorded against the ticket.
However, the Reenact feature will recognize when the event timers would have been paused, stopped and restarted due to status change events in the audit log.
This makes it possible to remove an SLA Violation caused by an incorrect SLA Plan, Region or priority and if appropriate replace with an SLA pass assessment.
The Reenact feature allows for the possibility that an agent could deliberately avoid an SLA Violation by changing the priority of the ticket from high to low after the violation has occurred.
However, the presence of the private note applied to the ticket should discourage any potential abuse.
Should it be necessary to recover the accurate SLA due dates/times and assessments then this can be achieved by using the Reassess feature to overwrite the results of a Reenactment.