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:
Name | Description |
Resolution Time | it’s indicated that the SLAs ticket will be calculated from the created date of the ticket until the ticket was closed. The SLAs metric ‘Resolution Time’ is only used for e-mail tickets |
Assigned to Responded | it’s indicated that the SLAs ticket will be calculated from the entry ticket to the assign tab until the ticket was responded |
Created to Responded | it’s indicated that the SLAs ticket will be calculated from the created date of the ticket until the ticket was responded |
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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