Flexible assigment window
Flexible assignment windows when acceptable limit is exceeded.
When a ticket is in the queue for longer than the target RTT, thencertain simplification efforts would kick in. These could be withmultiple levels of intervention, and could be invisible to the LIR as aseparate process.
Once a ticket hits the maximum RTT, a special response would occur,which would be marked as unique and auditable and the special responseshould be capped at a certain level (e.g. /22, or number of approvalsper LIR, or other set criteria)
RTT is defined as getting meaningful response from hostmaster (theinitial human response) to ticket request, and should apply for eachiteration of reply, not for overall ticket assignment
The limiting criteria can be described as:Response times.1-2 days - Normal and acceptable3-4 days - Request simplification processes put in place. Or AW +1applied on temp basis below /225+ days - Auto approval with auditable response on all requests inqueue over 4 days up to /22