Hi

I am trying to find more about the SLA feature in the service desk and what exactly it does? I can't seem to find any information on. Has any one got a link or experience with it?

Fergal

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Thanks Hobbsy

Is there a way for a breach of an SLA , that a manager or somebody can be notified?

Answered 07/02/2015 by: FergieMan
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Sorry , just did a bit of testing on this. Do I need to set the date/time in the Due Date for the SLA ticket to be generated?
Answered 07/02/2015 by: FergieMan
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Fergie, 

Ironically we have been testing this today. You can increase the functionality of the SLA's by adding in an SLA flag field and a set of custom ticket rules to identify easily when a ticket is beyond SLA. Inside the ticket rule you can then set up an email template to send every time the rule runs and finds a ticket beyond SLA.

If your priority is enabled (ticked) with a resolution time, then selecting the priority should fill in your due date for you.
Answered 07/02/2015 by: Hobbsy
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Thanks Hobbsy

My due date is not filling in automatically. Are you able to screen shot how you have your due date field configured so I can determine if mine is the same/different?

Answered 07/02/2015 by: FergieMan
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That's a bug in 6.3, it is with engineering and should be resolved in 6.4. We are just about to test on our systems. If you want to contact me direct we can maybe setup a webex
Answered 07/02/2015 by: Hobbsy
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Basically, SLA's in the 6.3 version or above work in this way

First set your working time and holidays or non working days, this then allows the SLA calculations to stop at the end of the working day and recommence the next.



Second set your SLA values in the settings of each queue, only resolution values are available to measure in the current version, this is the amount of time you have to close the ticket


Now when you log a ticket the Due Date will show the SLA time based on the priority that you set. Be aware there are some bugs in the 6.3 version that make the due date reset. On saving the ticket the date and time by which the ticket needs to be resolved is displayed.

On the ticket list view you will now see [Due Today] or [Overdue] on tickets that are close too or beyond SLA.
 
Answered 07/02/2015 by: Hobbsy
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