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

Was this helpful?

Yes
No
Provide feedback about this article

Not finding the help you need?

Ask the community

Powered by Confluence and Scroll Viewport.