Example: Creating a basic SLA

This example looks at how you might create a very basic SLA for your service desk:

All critical and blocker issues must be resolved within 24 hours. You provide 24/7 support for certain customers (these issues are labeled with "24H"). You provide 9 - 5 support for all other customers, but you don't track SLA metrics for them.

SLA configuration


(click to see a larger view)

Example issue workflow

Last modified on Nov 6, 2013

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