Service-Level Agreement (SLA) Tracking

This topic is intended for SecureChange workflow owners, who are responsible for creating and maintaining workflows.

Overview

You can configure any workflow to track tickets' progress according to configurable deadlines and interim tracking points.

In addition to a total handling time for the workflow's tickets, you configure tracking points for each of three service statuses: Warning, Alert, and Escalation. You also configure recipients of automatic status-change notifications.

Multiple tracking points can be configured for each status. For example, you could configure the following: If step 2 is not completed after 3 days or step 4 is not completed after 5 days, change status to Warning; If step 2 is not completed after 5 days or step 4 is not completed after 7 days, change status to Alert.

The SLA is measured from the day that the ticket is created.

For reports and in Tickets, tickets can be filtered and/or arranged by the above service statuses (for open tickets), and by final outcome (Met or Overdue). Dashboard widgets can display service statuses and outcomes across the system.

What Can I Do Here?

Configuring Service-Level Tracking

In the Workflows tab, select the workflow to configure.
Click Workflow SLA:
Select Activate SLA tracking and define when the Ticket is overdue:
To configure Tracking Points, for each service status (Warning, Alert, and Escalation), set Conditions and Notifications.
Save the workflow.