Create a new SLA by going to Business Rules > SLAs and clicking + New.
Properties
Set Type to decide whether the SLA tracks:
Time until first response
Time until Ticket is resolved
User waiting time until Ticket resolution (total)
User waiting time until next agent response
Time until criteria match
The different SLA types count time differently:
Time until first response, Time until Ticket is resolved & User waitign time until Ticket resoultion (total) all countdown from when the ticket is created, regardless of when SLA applied.
Time until criteria match counts time from when the SLA is applied to a ticket
User waiting time until next agent response counts time from when user replies & countdown resets when agent replies.
You can use Hours to set whether time should be counted 24x7 (continuously), during default working hours (as defined in Configuration > Business Hours), or during Custom hours that you define.
Warning and Failure
Define an SLA Warning time (when the Ticket is considered close to failing) and an SLA Failure time.
The value you enter in SLA failure is the total time elapsed, not the time since the warning.
If you set a warning time of 6 hours and a failure time of 8 hours, the failure will happen 2 hours after the warning. It doesn’t make sense to have a failure time less than the warning time.
These times are always counted from the point at which the ticket was created, not when the SLA was applied. For example, if you set a failure time of “8 hours until ticket is resolved”, then manually apply the SLA to a ticket that’s 9 hours old and unresolved, the ticket will instantly fail the SLA.
If you set an SLA to run during working hours (default or custom) and set a warning or failure time in days, Deskpro will interpret “1 day” as “24 working hours”. This means that it can take two or three real days for “1 day” to elapse.
Suppose your working day is 9 hours long, and a Ticket comes in first thing. The first day counts as 9 hours on the ‘elapsed time’ clock, the second day counts as another 9 (bringing the clock to 18). So the Ticket fails on the third day, after another 6 hours elapse and the required 24 working hours have passed.
If you want an SLA to count “one working day”, set it to the length of your working day in hours.
You can define actions that run automatically at warning and at failure. For example, you might want to increase the urgency of a Ticket that is about to fail an SLA, or assign the Ticket to a more experienced Team.
Click the + button on the right hand side under SLA Warning or SLA Failure to add actions that will run on warning.
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