Setup and Manage SLA Targets

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SLA targets are determined by the level of urgency of a ticket. Each level of urgency can have a target time set for a first response and a target time set for resolved. Each level also has a setting for an email notification to the assigned technician when the target time is approaching.

VIDEO

Check out our related video - Setup and Manage SLA Targets (5:45) - as you review this topic.

Enabling a Default SLA Target

The default SLA target must be enabled before it can be edited. Enable the default SLA target by clicking the  toggle.

Editing the Default SLA Target

Once you've activated the default SLA target, you can edit it to set the parameters for each priority level (critical, high, medium, or low). 

SLA target priority settings

  1. Set the First Response timing. This is the expected time for a first response for a ticket.
  2. Set the Resolve time. This is the expected time in which a ticket is to be resolved.
  3. Set Operational Hours. These are the service hour settings by which operational hours will be calculated.
  4. Turn on email notifications. Toggle this setting on to send an email notification when the proper qualifications are met.
  5. Add notification rules to determine what happens when a time frame violates the SLA. For both the First Response and Resolution rules, set the following:
    • Choose a time to determine when to send an email.
    • Choose a condition – Before, After, or When – from the drop down to determine the parameters of the rule.
    • Choose the Priority level from the drop down to determine when to apply the rule.
  6. Click the Update button to save the settings.

A comment on the ticket is considered satisfies the requirements of a First Response Within. During the following statuses of a ticket, time is not calculated in SLA totals: On Hold, Request Approval, Approval Pending, Approval Denied, Approved.