View Service Level Agreement (SLA) Breaches

When a ticket breaches Service Level Agreement (SLA) conditions, the ticket is flagged in the Dashboard and Tickets pages. There is a also a specific Breaches view which filters and displays SLA Breaches only. This is accessible from the View panel in the Tickets page.

The action performed a s a result of the breach is determined by how the SLA is set up in Settings - Service Level Agreement (SLA) - see Creating a Service Level Agreement (SLA). Possible notification options are listed in the Action field of an SLA:

  • Raise priority to urgent
  • Raise priority to high
  • Raise priority to medium
  • Notify administrator
  • Notify custom email address
Tip - You can also set up a SLA warning before a breach occurs. For more details, see Defining SLA Warning Window.