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This is where you create SLA Targets to be used for an SLA

 

Knowledge Base Images/Icons/star_yellow.gif SLA Targets are a way of checking whether an SLA is fulfilled or if it breaches. They can also trigger escalations/events that can perform some specified actions. SLA Targets are defined on the account level, and coupled to project specific escalations that handles what happens when a SLA Target is triggered.

 

 

The SLA Targets page has a table showing the current SLA Targets.

 

The columns are:

  • Title - just a name for the SLA Target
  • Trigger type - when/why the SLA Targets breaches - there are a few types that have different logic for when they should breach/trigger.
  • Work schedule - Which Work schedule the SLA Target uses, if any. SLA tracking only happens during the time in the Work schedule. SLA Targets cannot trigger at all outside the Work Schedule.(The company working hours is a common example of a Work schedule) Note: The work schedule on an SLA (if any) overrides the work schedules of its SLA Targets.
  • Filters - For which issue statuses, types, priorities, severities, urgencies and/or products that the SLA target should be valid on. If an issue does not match any of the filters, the SLA Target will not be tracked on that issue (but will be on other issues with the same SLA but matching these filters.)
  • Created - When the SLA Target was created.
  • Modified - When the SLA Target was last modified.
  • Modified by  - The user who last modified the SLA Target.
  • Action - contains function icons, like Edit  and Delete

 

Each SLA Target also mentions for which projects they are used in.

 

 

 

You can adjust the SLA Targets in several ways:

  • Add SLA Target: Click on the link 'Add new SLA Target' in the header to go to the edit SLA Target page to create a new SLA Target.
  • Edit SLA Target: Click on the edit icon for a given SLA Target to edit it in the Edit SLA Target page. You can also click on the SLA Target name.
  • Delete SLA Target: Click on the delete icon for a given SLA Target to remove it.

 

 


Knowledge Base Images/Icons/star_yellow.gifThe Edit SLA Target page have the following sections:

  • Knowledge Base Images/Icons/number_1_blue.gifGeneral info
    • Title - The name of the SLA Target.
    • Created - When the SLA Target was created.
    • Modified - When the SLA Target was last modified.
    • Modified by  - The user who last modified the SLA Target.
    • Active - This checkbox is checked if the SLA Target is active. Checked by default for new SLA Targets. Inactive SLA Targets will not trigger.
    • Work schedule - Select the work schedule for the SLA Target in the dropdown list. SLA Targets do not trigger/breach outside times defined in the work schedule. Note that the Work schedule on the SLA (if any) overrides the work schedules on its SLA Targets.
    • Breaches when: - what causes the SLA target to trigger/breach. Select one option in this section and also enter the time in hours, if any. You can read more in this page: Breach types - General Overview. That page has further links to pages describing the breach types in more detail.                     
      • Issue has not changed for X hours: Breaches when there has been no activity on the issue for X hours. NOTE: this trigger/berach type will probably be deprecated at some point in the future.
      • Start date: Breaches when the time of the issue Start date field has passed. This option is mostly used to be able to generate escalations before the Start date. 
      • Due X hours from now: Breaches X hours before the Due date.
      • In progress more than X hours: Breaches when an issue has been worked on (have had a status which has the 'in progress' flag) more than X hours.
      • Time in Start or Running statuses more than X hours: Breaches when the issue has been more than X hours in any statuses flagged as 'Start or Running', as opposed to statuses flagged as 'Pause' or 'Stop'. When this breach/trigger option is chosen, you will see a list of all available statuses, and the columns 'Start or Running', 'Pause' and 'Stop'. Note: You must flag each status by setting a checkbox in one of the columns to use this breach type! Otherwise, an issue can get into a status that is not tracked at all (if it has no checkbox in its row), and then the SLA tracking stops working for that issue. 


Knowledge Base Images/SLA/SLA Target edit_generalInfo.PNG

  • Knowledge Base Images/Icons/bullet_triangle_blue.gifCriteria - If no filter is selected, the SLA Target can trigger/breach for all issues. Select one or more filters to limit the issues that can trigger the SLA Target.
    • Filter statuses: Only issues having the selected status(es) can use the SLA Target. If no status is selected, the SLA Target can be used for all issue statuses.
    • Filter issue types: Only issues having the selected issue type/s can use the SLA Target. If no issue type is selected, the SLA Target can be used for all issue types.
    • Filter priorities: Only issues having the selected priority/ies can use the SLA Target. If no priority is selected, the SLA Target can be used for all issue priorities.
    • Filter severities: Only issues having the selected severity/ies can use the SLA Target. If no severity is selected, the SLA Target can be used for all issue severities.
    • Filter urgencies: Only issues having the selected urgency/ies can use the SLA Target. If no urgency is selected, the SLA Target can be used for all issue urgencies.
    • Filter products: Only issues having the selected product/ConfigItem/asset/etc can use the SLA Target. If no product is selected, the SLA Target can be used for all issue products. (Note: This filter is only useful if you do not use products on contracts to differentiate between different SLA's).

      Knowledge Base Images/SLA/SLA Target edit_criteria.PNG
  • Knowledge Base Images/Icons/bullet_triangle_blue.gifProjects and Escalations - This shows a list of projects where the given SLA Target is active, as well as the escalations, if  any. Use the checkboxes to add the SLA Target to different projects. For the activated projects, you can click on 'edit escalations' to show the list of escalations. To edit or add escalation, just click on the edit icon and 'add escalation' respectively.

 

 

 

 

Knowledge Base Images/SLA/edit-slatarget-escalations.png

 

 

 

 

Knowledge Base Images/Icons/cube_blue.gif Edit escalation dialog - This dialog allows you to add and edit escalations for a SLA Target.

 

Knowledge Base Images/SLA/SLA Target edit_escalationDialog.PNG

 

  • Time for Escalation: You can either trigger the Escalation before or after the breach of the SLA Target, measured in hours and/or minutes.
    • Escalate before: The system calculates the estimated future time of the breach and counts backward to find out when it should trigger the escalation. Note that if it is set up so that Issue SLA Targets can only escalate at future dates - if a new issue is created that should have been escalated (because of a big number here), it will not trigger at all.
    • Escalate after: The system notes the exact time when it breaches, and the escalation is triggered the specified time afterwards.
  • Escalation actions: - what should happen to the  issue when the escalation triggers. You can change current owner,  owner group, status, priority, and change the modified date to the trigger time. The default values for these settings are 'Unchanged', meaning the SLA Target escalation does not change them.
    • Assign current owner - When this escalation triggers, the current Owner on the issue is set to the selected user. 
    • Assign current owner group - When this escalation triggers, the Owner Group on the issue is set to the selected user group. 
    • Set status to - When this escalation triggers, the issue Status on the issue is set to the selected status. 
    • Set priority to - When this escalation triggers, the Priority field on the issue is set to the selected priority. 
    • Set urgency to - When this escalation triggers, the Urgency field on the issue is set to the selected urgency.
    • Set severity to - When this escalation triggers, the Severity field on the issue is set to the selected severity.
    • Set escalation level to - When this escalation triggers, the 'Escalation level' field on the issue is set to the selected escalation level.
    • Change modified date - If this checkbox is checked, then the modified date on the issue will be updated when the escalation triggers. 
  • Send notification(s) to: - Which users or user groups should get the notification when the SLA Target triggers.

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