If your administrator has configured your installation to report on Service Level Agreements, a selection list will appear at the top right-hand of the screen, with the title Use SLA. This is a list of administrator-defined Service Level Agreement (SLA) criteria. An SLA is a measurement that can display one of three indicators, depending on the criteria and the time the issue has been in a given state. This table shows how your organization may have defined SLAs that are expected to be met.
Status Transition | |||
Priority | New-Open | Open-Resolved | Resolved-Closed |
P1 Issues | < 2 hours | < 1 day | < 2 days |
P2 Issues | < 4 hours | < 5 days | < 30 days |
P3 Issues | < 1 day | No commitment | < 180 days |
Consider an issue that has a given priority of P2. This is governed by the middle row in the table. Your defined workflow is to transition the issue from New to Open to Resolved to Closed as your personnel address the issue.
You prepare an SLA report like any other column report, but must select one or more SLA States to place on the report. The SLA report may be saved and updated like all other reports. The following is an example of output from a SLA report.