TDx ITSM: Service Level Agreements (SLAs)

In TeamDynamix's IT Service Management (ITSM) application, we use Service Level Agreements (SLAs) to monitor Incidents and Service Requests for response time. The SLA sets a timer and waits for the ticket to be responded to. If the deadline passes, the SLA is considered to be violated and escalation notifications are sent.

 

How can I prevent a ticket from escalating?

To stop the SLA clock, you must "respond" to the ticket by updating the Status from New to Open, In Process, Resolved at First Contact, or Closed.

Setting a ticket's Status from New to Pending, On Hold, or Waiting on Customer will pause the SLA timer. However, if the Status changes back to New (which will happen if a client responds via email to the ticket) the SLA clock will resume where it left off. 

 

How much time do I have to "respond"?

There are four SLAs which may be used for Incidents and Service Requests. Each allows varying amounts of time permissible before an escalation. All SLAs are clocked in business hours (Monday-Friday, 8:00AM - 5:00PM, excluding official holidays) from the time of the ticket's creation.

SLA Time
Low/Standard Response (default) 9 Hours to Respond
Medium Response 4 Hours to Respond
High Response 1 Hour to Respond
Critical Response 15 Minutes to Respond

How do escalation notifications work?

If the ticket is not responded to within the SLA window, the SLA is considered violated and will send escalation notifications:

  • If the ticket is assigned to an individual, the escalation notification will be sent to the responsible person and their manager.
  • If the ticket is assigned to a group, the escalation notification will be sent to the group and the group's manager(s).

 

How can I see the ticket's SLA information?

Open the ticket and scroll down to the SLA area. If the ticket has not yet been responded to, you will see the date and time by which the response must occur.

If the ticket has violated the SLA, you will also see this information.

 

Can I change the SLA?

Yes. In the ticket, go to Actions > Reassign SLA. From here, you may select a new SLA and opt for it to determine deadlines starting from when the ticket was created or starting now.

 

Details

Article ID: 2408
Created
Wed 8/26/20 4:02 PM
Modified
Wed 8/26/20 4:43 PM