Questions

service-level-agreement Clear Tag Filter

can SLA's be "paused" via personal days or time off?

Wondering if there's a way to "pause" an SLA for tickets by a tech setting days off or time off. For example, if they go on vacation. Can their ticket SLAs "pause" for the days they specify, then resume counting after that tim...
1 Answer
Becky Klein Last activity on 10/26/2020 2:21:13 PM by Mark Sayers

how do status changes impact SLAs?

I'm curious about how changing the status on a ticket impacts the assigned SLA, and which events "stop the clock" or not. If status is changed again, does the clock start from the point where it stopped, or does it add a cumulative coun...
1 Answer
Becky Klein Last activity on 4/17/2020 11:28:10 AM by Mark Sayers

Service Level alerts Before Expiration

Can I configure a service level that alerts me when the ticket is about to exceed the service level? If so, how?
1 Answer
Aaron Crane Last activity on 9/19/2014 5:17:11 PM by Aaron Crane

What are operational hours?

1 Answer
Aaron Crane Last activity on 9/19/2014 5:09:54 PM by Jamey Stock

SLA attribute on forms

I have been working with SLAs a bunch recently and love their versatility, but there are two things I'd like to ask about: 1) Is there a way to set an SLA to change when you change an existing ticket's type to the SLA assigned to that type? 2) ...
2 Answers
Robbie Talbot Last activity on 6/24/2015 10:27:14 AM by Jeremy Luring

SLA attribute on forms

I have been working with SLAs a bunch recently and love their versatility, but there are two things I'd like to ask about: 1) Is there a way to set an SLA to change when you change an existing ticket's type to the SLA assigned to that type? 2) ...
1 Answer
Robbie Talbot Last activity on 9/9/2014 5:16:27 PM by Matt Sayers