Service Level Agreements allow you to establish rules and actions that adjust tickets based on their duration, in accordance with available desk hours on a daily basis.
When a ticket surpasses a specific duration, actions can run to adjust the ticket details, such as changing the status, priority, assignment, department, due date, etc.
First, set up an SLA Plan, which is just a general way to organize different schedules. Go to Administration > Service Level Agreements:
Add a new SLA Plan:
Name it according to your internal system - this name will not be seen by anyone except admin users logged into the system.
Choose your schedule to apply to this plan. By default, it uses the "Default Schedule."
Go to the "SLA Schedules" tab and edit the Default Schedule:
Adjust the hours for each day your help desk is considered "open," according to the service level agreement.
Once the hours are set, click on the "SLA Rules & Actions" tab, and add a new one:
Provide a name, choose the SLA Plan, and set the number of hours that the ticket duration needs to be at, in order for the actions to run. You can filter to certain departments, statuses, or priorities, then create actions that occur when tickets match those conditions.
Make sure you have the cronjob set up, otherwise SLA-based actions will not run.
Please note: SLA actions only run when a ticket has met or surpassed the required duration specified in the action, during the available "open" hours. For example, if a ticket has a duration of 2 hours, and the SLA action calls for 1 hour, the ticket will only have the actions applied to it if the ticket met those 2 hours during the available SLA schedule window for each day.
Also, tickets applicable for SLA actions must be created after the SLA plan was created, and be part of a company (public users can be assigned to companies).
