How to Create an SLA

  1. Go to Settings | Incident Management | SLA sla icon
  2. Click on the blue plus icon add icon
  3. Give the SLA a meaningful name
  4. Add a description for the SLA (optional)
  5. Click ON to enable the SLA SLAName
  6. Select the condition you would like to use for the SLA
    1. Match any ticket regardless of the conditions = The SLA will be applied to all tickets
    2. Match all of the conditions = The SLA will only be applied once all the conditions are met
    3. Match any of the conditions = The SLA will be applied if any of the conditions are met
  7. Select the blue add a condition box to setup a condition to be met Note: Conditions work on an IF Then statement structure conditions image
  8. Set the respective respond within time and resolve within time for each priority in your SLA sla priority
  9. Set any exceptions you would like applied to your SLA (optional) Note: When (re)calculating a tickets due time, time spent in these extended statuses are considered as paused exemptions image
  10. Configure your escalation rules for when a ticket is not responded to in time
    1. Escalate = the amount of time before or after an SLA is due
    2. Action = the action taken once the escalation time has arrived
    3. To = the agent or team where the escalation is being sent
    4. with email template = the email template to be sent to the agent or team

  11. Configure your escalation rule for when a ticket is Not resolved in time

    1. Escalate = the amount of time before or after an SLA is due
    2. Action = the action taken once the escalation time has arrived
    3. To = the agent or team where the escalation is being sent
    4. with email template = the email template to be sent to the agent or team sla rules

    How to create an SLA video tutorial youtube icon