TOPdesk SLA Optimizer
Use this skill when a tenant snapshot or export should become operational SLA actions.
Workflow
- Identify the incident grain and available date/status/priority/operator-group fields.
- Separate missing-data risk from true SLA or backlog risk.
- Bucket incidents by status, priority, operator group, target date, and ageing where fields exist.
- Produce action lists: missing targets, weak routing, high-priority backlog, stale open work, and overloaded groups.
- Feed the outputs into Power BI measures, operational reviews, and AI routing suggestions.
Scripts
- Use
scripts/analyze_sla_backlog.pyagainstsnapshots/incidents.jsongenerated by tenant mapping.