Before you are able to create tickets with SLA reference, first contracts, service levels and service times schemas have to be created. After the ticket has been created, you can begin to plan an assignment. For more details about this please refer to SLA in Planning Board.

Creation of tickets with SLA reference

When creating a ticket, make sure that the correct "ticket type" is selected. The SLA will only take effect if the assigned "machine" and the "ticket type" are part of a defined SLA. For more information on ticket processing in general, see Working with Tickets.

You can access the response times and SLA deadlines in the "Service Levels" area, where you can also open the SLA contract.

If a ticket was created with incorrect information, the ticket must be closed and a new ticket has to be created.

Further processing

After the first forwarding of the ticket the service level agreement is valid. In order to comply with an SLA, the response time must be followed and the ticket must be closed.

Tracking SLA tickets

Use the "Follow" function ( ) to keep track of tickets.

Within the ticket search, SLA dates are highlighted in colour. If the current processing status is within the agreed SLA times, the SLA date is highlighted in green. If, on the other hand, processing is delayed, the SLA date is highlighted in red.

Tickets are displayed on the dashboard including the SLA status.