SLA

SLA (Service Level Agreement) defines the quality with which a service is provided, using two parameters in particular:

Time to first response
Time to resolution of ticket

SLA can be managed in Administration - Service Desk - SLA. Then, in Administration - Service Desk - Services - Edit - SLA, assign the SLAs to the service Requesters.

SLA also includes the following functionalities:

Email notification of unresolved tickets, approaching resolution deadlines, or inactivity of ticket solvers or requesters.
Suspension of SLAs when waiting for a requester or in certain ticket statuses.

If you change the SLA parameters, the change is immediately reflected back in all existing tickets with that SLA, including closed tickets. If you want to apply the change only to newly created tickets, first create a new SLA according to the new conditions, assign it to Requesters in the selected services, and remove the old SLA from the Requesters. It is advisable to add an expiration date to the name of the removed SLAs, e.g. "Z2 - medium (valid until 14.4.2019)".

Tip:

You can also define SLAs in multiple languages.

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