Service Level Agreements

Configuration > Service Level Agreements > Service Level Agreements

Related Guides:

• Service Level Agreements (SLAs)

Details#

Field	Type	Description
Service Level Agreement Name	Free Text	This will be the name of the SLA as it appears elsewhere throughout the system.
Work Hours	Single Select	The work hours selected here will be used to determine the timeframe in which this SLA is active. This can be overridden per Priority.
Work hours are the Agents working hours instead of the End-Users	Checkbox	When checked, the time zone used for the SLA countdown will use the time zone of the team assigned to the ticket rather than the user/site of the ticket. The actual workday of the ticket will still be taken from the SLA/priority. This setting only affects Response and Resolution times of Tickets
Track SLA Response Times	Checkbox	When checked, an additional line of information will appear in the SLA details of each ticket detailing it's current response target and whether it has been met or not. This can then be reported on.
Track SLA Fix-by Times	Checkbox	When checked, an additional line of information will appear in the SLA details of each ticket detailing it's current resolution target and whether it has been met or not. This can then be reported on.
Active	Checkbox	When disabled, the SLA will become inactive and no longer be available for use in the SLA dropdown or SLA fields within the system. It will still exist in this list for future reference.
Reset the Respond-By target each time an End-User updates a Ticket	Checkbox	When checked, every time an End-User responds to a ticket, the response SLA timer resets. This would be used in cases where fast to and from is required, and the response expectation exceeds the first contact.
Reset the Respond-By target when an Approval Process is completed	Checkbox	When checked, every time an Approval Process is completed on a ticket, successful or not, the response SLA timer resets. This would be used to kickstart the ticket's activity now that it is no longer awaiting an approval.
Reset the Respond-By target when opening a Ticket from the call screen	Checkbox	When enabled, each time a ticket is opened by an agent from the call screen, the response SLA timer resets. This would be used when the customer calls in regarding their ticket, so talking to the agent on the phone would act as the agent's response.
Allow Agents to specify an "Auto Release" date/time when placing a Ticket on hold	Checkbox	When checked, and performing an action, upon placing a ticket on a status classed as On Hold, Agents will be presented with a popup that allows the specification of an "Auto Release" date. This is optional, but, if set, the ticket will be released from SLA Hold at that date if the ticket has remained on that status the whole time. You can decide which actions will prompt for auto release, this is done in Configuration > Tickets > Actions > *Details tab setting called "Enable auto release"
Maximum days in advance for "Auto Release"	Integer	Should the above be enabled, a limit can be placed here on how far in advance that date can be set.
Status after auto-release	Single Select	Should Auto-Release be enabled, tickets will go to this selected status once they have been released from Hold automatically.
Status after SLA breached	Single Select	Status changes can be set here for when SLA has breached/reached 100%.
Status after first warning level reached	Single Select	Status changes can be set here based on the warning level in General Settings (First SLA notification warning).
Status after second warning level reached	Single Select	Status changes can be set here based on the warning level in General Settings (Second SLA notification warning).
Send SLA reminders for Tickets with this SLA	Checkbox	When checked, emails will be sent periodically to remind the End-User that the ticket is awaiting their response. These can be configured in General Settings for SLAs.
Show timer instead of SLA bar on Tickets	Checkbox	Enables a timer that counts down whilst ignoring working hours or time spent on hold.

Priorities#

Please bear in mind these settings are specific to the priority they are set on.

Field	Type	Description
Level	Integer	This number will dictate the overall level of this priority as it appears in lists.
Priority Description	Free Text	This will be the name of this priority as it appears elsewhere throughout the system.
Priority Colour	Hex Code	This will be the colour that the SLA box is set to when the ticket has this priority.
Active	Checkbox	When checked, this will enable the status as active and usable throughout the system.
Work Hours Override	Single Select	Should this priority require a different set of working hours to the SLA's default, this can be set here. This is often used for high priorities where it needs responding to ASAP, regardless of working hours.

Response Target Dropdown on Priorities#

Field	Type	Description
Target Time	Float	The number entered here will be used as the amount of time passed once the response timer has been set until the ticket is regarded as having missed it's Response SLA. Units can be selected below.
Units	Single Select	This will determine whether the number above is counting Hours or Days.
Automatically extend the response target to the end of the working day	Checkbox	When checked, regardless of when the response timer is reset, the target date/time will be set to the end of the current working day (or the next, should it be reset out of working hours).
Prompt for a reason to be entered if the response target is breached.	Checkbox	If the response target is breached on a ticket, the agent will be prompted to leave a message as to why, this can be reported on.
Prompt for a breach code to be selected if the resolution target is breached	Checkbox	(v2.244+) If the response target is breached on a ticket, the agent will be prompted to select a reason from a list of Breach Codes.
Delay starting SLA until the next working day after a particular time	Checkbox	When checked, should a ticket be logged after the time of day set below, the response timer will not start ticking until the beginning of the following workday.
Time	Time (HH:MM,AM/PM)	The time set here will be used for the above setting.

Resolution Target Dropdown on Priorities#

Field	Type	Description
Target Time	Float	The number entered here will be used as the amount of time passed once the resolution timer has been set until the ticket is regarded as having missed it's Resolution SLA. Units can be selected below.
Units	Single Select	This will determine whether the number above is counting Hours or Days.
Automatically extend the resolution target to the end of the working day	Checkbox	When checked, regardless of when the Resolution timer is reset, the target date/time will be set to the end of the current working day (or the next, should it be reset out of working hours).
Prompt for a reason to be entered if the resolution target is breached	Checkbox	When checked, once a ticket has breached its Resolution Target, a reason will need to be given as to why. This will be stored on the ticket.
Prompt for a breach code to be selected if the resolution target is breached	Checkbox	(v2.244+) If the resolution target is breached on a ticket, the agent will be prompted to select a reason from a list of Breach Codes.
Delay starting SLA until the next working day after a particular time	Checkbox	When checked, should a ticket be logged after the time of day set below, the resolution timer will not start ticking until the beginning of the following workday.
Time	Time (HH:MM,AM/PM)	The time set here will be used for the above setting.
Override fix by date with Start Date when Start Date is set	Checkbox	When checked, the Start Date field (should it be present and populated) will be set as the Resolution target (a.k.a. Fix-By date) regardless of other options configured above. If the start date and target date are set, it will override to the target date.
Override fix by date with Target Date when Target Date is set	Checkbox	When checked, the Target Date field (should it be present and populated) will be set as the Resolution target (a.k.a. Fix-By date) regardless of other options configured above. If the start date and target date are set, it will override to the target date.