Below are the step by step instructions on how to set up SLA:
Login as the Administrator
Step 1: Set up the Calendar
Business Hours Calendars
The system will display DEFAULT 9 to 5 and DEFAULT 24/7 Click the pencil to edit or click the red X to delete. Select the days of the work week Enter the start and end time for the business day
Click Create New to add Holidays
The current year will default, click Save Changes. The system will detect if you already have a certain year setup the system will detect it so it will not be duplicated.
Add Standard Holidays: Click to add existing holidays based on geographical location. Create New: This enables you to add holidays that are not currently in the system.
Step 2: Add the SLA(s)
There is a Default Model, this can be used and renamed.
Create New: o Enter the name of the SLA
Create New Rules:
o Priorities: Click in the box to add existing priorities o Response Time: Enter the response time then select Minutes or Hours o Resolution Time: Enter the response time then select Minutes or Hours o Calendar: Click the down arrow to select the Calendar that was setup in Step 1
Step 3: Resolutions
Default Resolutions:
o Unresolved: Can be renamed but not deleted o Fixed: Can be renamed o Duplicate: Can be renamed o Can’t Reproduce: Can be renamed
Add Resolution: o Click to add an additional Resolution Step 4: Adding the SLA to the group
Click on Groups in the left pane Click the down arrow to select the SLA Save Changes
Setup is Complete.
Technician Ticket View with an SLA
The SLA box on the right will keep the technician informed as to meeting the SLA or if it has been breached.
Admin/Manager View with an SLA
By clicking on the SLA tab, the following information will be displayed. Date: System default is the past 3 months. To change this, select the desired dates and click Apply
Response/Resolution Time: A graph will indicate the number of tickets In Progress, Met and Breached.
Group eHD Standard SupportLast modified Nov 13, 2019Type PublicViewed 1167