Service Time (SLA)

the service time function, also known as sla (service level agreement) , is designed to define the maximum time allowed for completing a service request this function is used to calculate the response time limit for a ticket and is essential for the proper functioning of the portfolio and other system features multiple service time options can be registered to be used based on urgency or importance when performing a specific task the sla for a task can also be adjusted according to the customer’s contract, such as offering a faster response time for clients with a premium contract these settings are crucial for the efficient operation of an organization the service time function is available to users with administrator access accessing service time accessing service time to access the service time function open the my desk application click on service time in the main navigation menu under the settings section list of service times list of service times on the main service time (sla) screen, a block style list displays all registered slas along with key information, as shown in the image below the registered slas display the following service time information title the sla title description the sla description situation a button to activate or deactivate the sla times 1 to 5 capture displays the deadline for capturing the ticket, within the selected timeframe; if no timeframes are configured, the sla's standard deadline will be displayed resolution displays the deadline for completing the ticket within the selected timeframe; if no timeframes are configured, the standard sla deadline will be displayed actions click on the block to edit it; delete trash can icon to delete the service time create a new sla create a new sla to create a new sla click on the first block on the left + service time a new creation window will appear on the right side of the screen the fields highlighted in red are required to create a new service time fill in all necessary information active – select whether the sla is active or inactive (blue = active, gray = inactive) title – enter a short name for the new service time description – provide a brief description of the new service time start date – set a date when the sla will begin to take effect click the calendar icon to open an interactive date selector allow impact and urgency changes allows the impact and urgency of the activity to be created and/or changed, resulting in different deadlines based on the selected combination activate/deactivate button active displays 5 times for creating slas with impact and urgency a capture and resolution time must be defined for all 5 times, with number 1 being the shortest time and number 5 the longest time; deactivated only a single time will be used for the sla capture time – define the maximum time (in hours and minutes) for an agent to capture a task and begin service resolution time – define the maximum time for an agent to complete the task cancel – discards the sla creation before finalizing create – finalizes and saves the new service time the maximum resolution time is directly linked to the times defined in docid\ n abq4trjsqch7yfdirfd and docid\ tcbxllb0rslhhdchr6b m therefore, the deadline reflected in docid\ ahqtvuorkx0 zdoyw4e7r considers all these factors when estimating a completion date for the ticket editing an sla editing an sla to edit an existing sla click on the desired sla block an edit window will open on the right side of the screen you can modify all available fields activate/deactivate button; title; description; start date; activate/deactivate impact and urgency; capture time; resolution time deleting an sla deleting an sla to delete a service time, follow the steps below click the trash can icon located in the upper right corner of the block; the following message will appear delete service time are you sure you want to delete this service time? click delete to erase the service time this action cannot be undone; click cancel to return without performing any action