SLA Plans

SLA plans are a way of guaranteeing a level of service you will provide to customers and providing targets to staff by defining times that a ticket must be answered and resolved by. A different time can be set for the first response to the overall ticket resolution, and SLA plans can incorporate schedules to ensure due times only factor working hours (excluding defined holidays).


Setting SLA Plan Priority

SLA plans are processed in order of priority (from first to last), this can be changed by dragging and dropping rows on the grid to the order you prefer.

Searching for SLA Plans

Filtering the table

It's possible to search for filters based on their name an description:

  1. Visit Settings -> Tickets -> SLA Plans and click "Filter Results".
  2. Search terms:
    1. Name - It is possible to search for partial names. For example, you could find "Local Clients" by searching for "loca" or "lient".
    2. Description - The SLA plan description.
  3. The table will be filtered automatically as you enter search terms.

Creating or Updating a SLA plan

To create a new SLA plan, or update an existing one, please follow the following steps.

  1. Visit Settings -> Tickets -> SLA Plans. If you're creating a new plan click "Add SLA Plan", or if you're updating an existing SLA plan, search for it and click the edit (pencil) icon on the right side of the table row.
  2. Complete the input fields:
    1. Name - A unique name used to identify the SLA plan.
    2. Description - A description of the SLA plan.
    3. Schedules - If the SLA plan covers calendar hours (24 hours a day) or uses work schedules (See Schedules) when calculating the due time of a ticket. If choose schedules, start to type the schedule name in the input box that appears and select the schedule, multiple schedules can be used.
    4. Resolution Times - Let's you set different resolution times per priority and also for first response and full resolution of ticket. Ensure the time set for "Reply Within" is at least the same or lower than the time set for "Resolve Within".
    5. SLA Conditions - Used to limit the scope of the search criteria.
      1. Condition Groups - Condition groups are sets of search criteria. They can be combined using the adjacent drop-down menu using "All groups can be true" or "Any group can be true". A simple example of this roughly translated to English might be: "The ticket must be Open and have Critical priority" (group 1) OR "The ticket must be In Progress and have Critical priority" (group 2). This would match tickets that are either Open or In Progress and have Critical priority.
      2. Conditions - Conditions belong to condition groups and define the search criteria. You can select the condition item (for example "Ticket Status"), followed by the condition operator (for example "Equals"), followed by the condition value (for example "Open").
      For example, you may wish to create a SLA plan which targets all tickets that were opened in the last 24 hours and still haven't been resolved:
      1. Click "Add Condition Group".
      2. Select "Hours since Created" from the first drop-down menu, followed by "Less than" and input "24" in the final input box.
      3. Click "Add Condition".
      4. Select "Ticket Status", followed by "Is", followed by "Open".
      5. Select "All conditions in group must be true", roughly translated to English: "The ticket must have been created less than 24 hours ago and have its status set to Open".
    6. Escalation Rules - Used to define what actions should take place when a ticket becomes or is about to become overdue.
      For example, you may wish to email operators an hour before overdue and then add a reply to the ticket when it becomes overdue.
      1. Click "Add Rule".
      2. Select "Send email to operators" in the drop-down menu that appears under "Action".
      3. Select "Hours before overdue" in the drop-down menu that appears under "When", and enter 1 in the textbox that appears to the left of the drop-down menu.
      4. Select the email template you wish to send, this requires setting up a custom email template (See Email Templates).
      5. Click "Add Rule".
      6. Select "Add ticket reply" in the drop-down menu that appears under "Action".
      7. Enter the text that you wish to send to the user in the textarea.
  3. Click the "Submit" button.

Deleting a SLA Plan

Deleting SLA plans is a irreversible action. Tickets that currently fall under that SLA plan will no longer have any plan but may still have a due time, the due time will only be cleared once the ticket has been resolved. We recommend to ensure no tickets fall under the SLA plan before considering deleting it.

To delete an SLA plan, follow the below steps:

  1. Visit Settings -> Tickets -> SLA Plans
  2. Search for the plan you wish to delete (see Searching for SLA Plans).
  3. Click the delete (cross) icon located on the right of the table.
  4. Click on the left button, "Yes, Delete SLA Plan", that pops up confirming you would like to delete this SLA plan and it will then be deleted.