Time management with SLA
With the objective of expanding controls and mainly providing managerial visions more directly on the application of process SLAs, the feature in question has received a package of improvements. From this version, the SLA column, present on the main incident management and view screen, now provides a percentage view of the SLA status and additionally allows access to the absolute data corresponding to the SLA level being applied, beyond the elapsed and missing times.
Likewise, these data can be accessed in the views of the executors, either in the listing of the tasks, activity data or in the Kanban itself, providing a faster decision making on the part of the executors as well, regarding the prioritization of tasks.
On the management side, a new vision was made available with the consolidated times by level of configured SLA, allowing a more careful evaluation while complying with the SLA's.
As there has been a change in the data pattern and especially the content (with regard to SLA) of the main screens, if there are specific analysis panels based on these views, it is necessary to adapt them and to compose more data that can be used. |
Customer as requester
In routine attendance of demands and/or occurrences where they involve an external customer/requester, they can now be better structured in SE Suite with the increase of the use of the figure of the requester in automated processes. From this version, the customers of the system can be used to indicate the figure of the applicant in the process.
