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Dansk

SLA targets

Create business-hours calendars and SLA policies, and set the order in which policies match.

Who can do thisApplication Administrator

Application ManagementHelpdeskSLA has two parts. Set up a calendar first, because a policy needs one. A new desk has no policies, so no ticket has an SLA until you add one.

Create a business-hours calendar

  1. Click New calendar and enter a name.
  2. Choose the Timezone.
  3. Under Weekly business hours, set Open, Opens and Closes for each weekday.
  4. Save.
  5. Under Holidays, click Add holiday for each closed day. Holidays can be added only after the calendar is saved.

A calendar in use by a policy cannot be deleted.

PictureA calendar: the timezone, the opening hours per weekday and the holidays. Holidays can be added once the calendar is saved.

Create an SLA policy

  1. Click New policy and enter a name.
  2. Under Applies to, add conditions. The fields are the same as for queues.
  3. Enter First response (business minutes), Resolution (business minutes) or both.
  4. Choose the Business-hours calendar.
  5. Set Warn at (% of target). The default is 80.
  6. Tick Enabled and save.

1/6Under Helpdesk > SLA, click New policy.

  1. Under Helpdesk > SLA, click New policy.
  2. Name the policy and, under Applies to, add the condition Requester VIP is Yes.
  3. Enter the targets in business minutes: 30 for first response, 480 for resolution. Keep the calendar and Warn at 80.
  4. Tick Enabled and click Save.
  5. The policy joins the list as number 2. Click its up arrow, so VIP tickets match it before Standard support.
  6. It is now number 1. The new order applies to tickets created from now on.
WalkthroughA policy needs a calendar, at least one target and Enabled. The first enabled policy that matches wins, so narrow policies go on top.

How SLA behaves

  • When a ticket is created, the first enabled policy that matches applies, reading the list from the top. No match means no SLA on that ticket.
  • Statuses with Pauses SLA stop the clock. A customer's reply to a ticket in an Awaits customer status starts it again.
  • The ticket received mail never counts as the first response.
  • Tickets show At risk and Breached, and automation rules can trigger on both.

Order the policies

The policy list shows its order: the first enabled policy that matches wins, top to bottom. Put narrow policies (for example "VIP requester") above broad ones.

  • Drag a policy by its grip, or focus the grip and use the arrow keys.
  • Or use Move up and Move down. Focus stays on the policy you moved, and its new position is read out.
  • Each move saves the whole order at once. If someone changed the list since you loaded it, the move is refused; reload and try again.
  • A new order applies to tickets created from then on. Tickets keep the policy they already have.