SLA in Planning Board
After a Ticket with SLA reference has been assigned, the planning of resources to solve the problem can be started. For more information about the procedure, see Planning of an assignment for a ticket.
Assignments with SLA reference
Click on the button
Die eingeschlossene Seite konnte nicht gefunden werden.
in the "Display" area in order to highlight SLA-related assignments. The assignments with SLA reference are now marked in colour and all other assignment bars are shown in white. If the assignment allocated to a resource is within the specified reaction time, it is displayed in green. However, if the assignment is outside the reaction time, the display color is red.
To obtain information on the current status of the service levels, click on the corresponding assignment with SLA reference and open the context information by clicking on the button
Die eingeschlossene Seite konnte nicht gefunden werden.
. The following possible constellations are shown in the section "Service levels":
Without marking: The beginning of the service level has not yet occurred.
In the following labels, however, the beginning of the service level has occurred in each case:
Die eingeschlossene Seite konnte nicht gefunden werden.
The final state of the service level has not yet occurred.
Die eingeschlossene Seite konnte nicht gefunden werden.
The final state of the service level occurred before the end of the reaction time and the service level was thus fulfilled.
Die eingeschlossene Seite konnte nicht gefunden werden.
The final state of the service level occurred after the end of the reaction time and the service level was therefore not fulfilled.
After opening an assignment, use the action
to follow up on assignments.