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Trouble Tickets - Handling SLA mgmt

  • 1.  Trouble Tickets - Handling SLA mgmt

    TM Forum Member
    Posted May 18, 2021 10:02
    Hi All

    Wanted to check if SLAs can be attached to Trouble Tickets, and as to how they are related to trouble tickets.
    I checked the TMF623 SLA Management API, but that really seems like it is the SLA management for the overall Product or Service.

    Appreciate any help on this.

    Regards,
    Prachi

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    Prachi Godkhindi
    BMC Software, Inc.
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  • 2.  RE: Trouble Tickets - Handling SLA mgmt

    TM Forum Member
    Posted May 18, 2021 12:07
    Hi Prachi
    The current SLA API TMF623 is heavily oriented to the underlying service in the network, I'm not sure that it is even related to the product(s) being realized by the service.
    SLA's should be definable for other KPIs, such as trouble-ticket handling time, order fulfilment time, and so on. This would require a considerable enhancement to the API, and a reconsideration of how SLAs can be modeled and sold.
    Hope it helps

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    Jonathan Goldberg
    Amdocs Management Limited
    Any opinions and statements made by me on this forum are purely personal, and do not necessarily reflect the position of the TM Forum or my employer.
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