SLA Settings

The SLA Settings can configure the SLA labels on your ticket notification. The following are 3 component that contains on this configuration:

Type

You can select one of two SLA types to define the length of time within which an issue or ticket must to be responded or completed before the SLA is over. In a static type, you can specify the SLA duration for all tickets. That means, both high or low severity tickets have the same SLA duration. While the severity based type, you can determine the duration of the SLAs based on the critical, high, medium, or low severity.

SLA Metric

You can select one of three types of SLA Metric to determine the length of time the ticket must be responded or completed before the SLA is over. If the SLA matric is ​​defined, the SLA calculation works according to the matric. SLAs Metric is divided into 3, namely:

SLA Duration

SLA duration allows you to define the length of time within which an issue or ticket must be responded or completed before the SLA is over. You can input the SLA duration on seconds.

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