How to Enable Service Level Agreement (SLA) in the Service Desk (4293898)

Service Level Agreements (SLAs) are the rules used to calculate the expected resolution time, or due dates, for Service Desk tickets based on ticket priority.  It is possible to take business hours and holidays into consideration while calculating SLAs.  It is also possible to enable notifications and set the frequency of said notifications, in the event that an SLA violation exists.

NOTE:  SLAs and Escalation Time are two different settings within the Service Desk.  Please see: What is the difference between Service Level Agreement (SLA) and Escalation Time in the Service Desk? and What is escalation used for and how do I set it up? for more information.

Prior to setting up Service Level Agreements (SLAs), please review and configure ticket Priority Values (Service Desk | Configuration | Queues | Queue Hyperlink | Customize Fields and Layouts | Priority Values) and Service Desk Business Hours and Holidays (Service Desk | Configuration | Business Hours and Holidays).

Enable Service Level Agreements:

1. Go to the Service Desk Queue Detail page:
   1. Log in to the K1000 adminui, http://K1000_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information.
   2. On the left navigation bar, click Service Desk, then click Configuration.
   3. On the Configuration panel, click Queues.
   4. To display the Queue Detail page, do one of the following:
      • Click the name of a queue.
      • Select Choose Action | New.
2. Scroll down to the Service Level Agreement section.
3. For each Priority, such as High, Medium, and Low, specify the following settings:
   1. Enabled - Whether the SLA is enabled for the priority. Select the check box to enable the SLA, clear the check box to disable it.

​NOTE: If the Service Level Agreement is enabled for a Priority, the ticket due date is calculated automatically based on the Resolution Time defined for that priority. Any user who has Modify Permission on the DUE_DATE field is able to override this automatically calculated date.

2. Resolution Time - The time, in hours or minutes, for the enabled priority. This time period is used to automatically calculate a ticket's due date and time based on the date and time the ticket is submitted.
3. Use Business Hours/Holidays - Whether to use the configured business hours and holidays when calculating ticket due dates for each priority. Select the check boxes to use these settings.
4. Notification Recurrence - The time, in hours or minutes, for email notifications to be sent. A recurring email notification is sent when a ticket has passed its due date and is not yet resolved. The email is sent to the users specified in the SLA Violation email event, if configured in the Email on Events section.

NOTE: To send a single email notification with no recurrence, enter 0.

4. Click Save.