Setting up Service Level Agreement

The Service Level Agreement (SLA) functionality allows you to create an SLA based on specific criteria, i.e. Urgent Tickets requiring a response within 1 hour, or by creating an SLA for a specific user.

SLAs are added in Service Desk via Settings, SLA Management, Add SLA

From the returned form you can define whether the SLA is subject to specific criteria, i.e. specific to a ticket queue, priority or user, the SLA time frame and the associated event for this SLA (i.e. escalate the priority). Please note this form is also returned when Editing the selected SLA.

Option	Description
Title	The name of this SLA
Criteria	Apply to all Tickets Specific Criteria*
Event	No Response Still Unresolved Unassigned
First response only	Decide whether this only applies to the first response
Time Frame	30 mins 1 hour 6 hours 12 hours 24 hours 48 hours 3 Days 4 Days 5 Days
Action	Raise Priority to Urgent Raise Priority to High Raise Priority to Medium Notify Administrator
Future tickets only	Decide on how future tickets are handled

* The following additional options are available when selecting Specific Criteria:

Option	Description
Apply to Priority	All Priorities Urgent Priority Tickets High Priority Tickets Medium Priority Tickets Low Priority Tickets Query Priority Tickets
Apply to Ticket Queue	All Ticket Queues or specific queues
Specific User	Click to Search Users by ID, Name or Email Address
Specific customer	Choose the customer this SLA applies to

Warning Window

The main SLA dialog also includes the option to allow you to setup a warning window (e.g. 50% of your SLA Time Frame). If a ticket enters this warning period a warning is created and a specified action can be applied to the ticket.

Option	Description
Generate Warning	10% within breach window 20% within breach window 30% within breach window 40% within breach window 50% within breach window
Take Action	No Action Raise Priority to Urgent Raise Priority to High Raise Priority to Medium Notify Administrator

The SLA Overview section lists the number of SLA breaches over the Last 7 Days as well as Breaches this Month and Breaches Last 3 Months.

Any configured SLAs appear in the View SLA's section which shows the Title, Event, Breaches, Within and Action as well as the option to Edit or Delete the SLA. The SLA Overview section also includes the option to Create SLA.

SLA Breaches

Provides detailed information on the tickets that are in breach. Returning the Ticket ID, including failure information, the Time, Event and SLA Action taken.