Configuring Service Level Agreements for Incidents

You can have Service Level Agreements (SLAs) defined for intra-organization service provided by the IT help desk team. These SLAs help to evaluate the efficiency, effectiveness, and responsiveness of your help desk team. SLAs can be defined for individuals, departments, or workstations in a site. Also, if the request is not attended to and resolved within the time specifications of the SLA, then you can set the escalation rules.

Configure Service Level Agreements

Go to Setup > Automation > Service Level Agreements > Incidents.
Click the Filter by Site drop-down on the top-right corner of the page and select the site for which you want to add the SLA.
Click New SLA.
Fill out the form using the pointers given below.

Fields	Description
Name*	Provide a name for the SLA.
Site*	The site selected in the SLA list view is auto-populated.
Description	Provide a brief description of the SLA.
Conditions: Configure conditions that determine when the SLA must be applied.
When a request arrives	Apply conditions based on criteria: Define criteria by selecting the required column, operator, and value. Use the icon to add multiple conditions. Apply no condition: Apply the SLA to all incoming requests.
Any request matching above conditions should be	Specify the Response Time and Resolution Time in days, hours, and minutes. The response time must be less than the resolution time.
Should be resolved irrespective of operational hours	Enable this option if requests must be fulfilled, irrespective of operational hours. You can include: Holidays Weekends The due-by time is calculated based on the operational hours and holidays configured for the site where the request is raised.
If response time has elapsed	Configure escalation if the response time is violated. Enable Level 1 Escalation. Choose whether to escalate: Before the SLA violation, or After the SLA violation. Set the required escalation time. Click Escalate To and select the technicians or organization roles to notify. Click Select Custom Actions and choose the required action: Notification Field Update Third-Party Notification You can configure up to 10 actions. Field Update can be added only once, while the other actions can be configured multiple times within the supported limit.
If resolution time has elapsed	Configure up to four escalation levels when the resolution time is violated.

Click Save.

List View Operations

Enable/Disable SLA: Use the toggle in the Status column to enable or disable an SLA.

View SLA Details: Click or the SLA name to preview its details.

Edit SLA: Click beside the required SLA and select Edit to modify its details.

Delete SLA: Click beside the required SLA and select Delete. To bulk delete, select the required SLAs and click Delete in the toolbar.

Organize SLA: Set the order in which SLAs are applied to incoming incidents. Click Organize SLA in the toolbar, select an SLA, and use the arrow icons to reposition it.

Enable/Disable Mail Based Escalations: By default, SLA-based mail escalations are enabled. Click the Disable all SLA based mail escalations button in the toolbar to disable them.

Filter SLA: Use the Filter by Site drop-down to view SLAs configured for a specific site.