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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. From R24-2 PHF1.0.0, the SLA progress calculation can be paused by SecureChange users assigned the permission "Pause ticket SLA."
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.
Configure Service-Level Tracking
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In the Workflows tab, select the workflow to configure.
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Click Workflow SLA:
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Select Activate SLA tracking.
From R24-2 PHF1.0.0, you can also check:
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Reset SLA on ticket resubmission: When a ticket is resubmitted, the business duration is reset.
- Pause SLA on resolved status: When a ticket is resolved and awaiting approval, the SLA counter is paused.
When a ticket with a paused SLA changes its current step, the SLA automatically resumes. -
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Set a number of days or hours for Ticket is over due after:.
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To configure Tracking Points, for each service status (Warning, Alert, and Escalation), set Conditions and Notifications.
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Save the workflow.
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