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The SLAs tab of the Accounts Config window enables you to define the service-level agreement (SLAs) for tickets that are associated with accounts based on the account classification and ticket priority.

  • If a ticket whose priority is high is associated with an account whose classification is Platinum, the SLA of the ticket is defined by the account SLA for the respective priority and classification (as opposed to ticket SLA for the respective priority, which is defined on the Settings tab of the Ticketing Config window).
  • SLA metrics can be monitored on the ticket dashboard. For information about the ticket dashboard, see Creating, Modifying, and Deleting Tickets.

To define the SLA of an account:

  1. On the Configure tab, click Account > Accounts Config.
    The Accounts Config window appears.
  2. On the SLAs tab, click New.
    The New Service Level Agreement window appears.

  3. Specify values in the following fields as required.

    FieldDescription
    Account ClassificationAccount classification for which you want the SLA to be applicable.
    Ticket Priority

    Ticket priority for which you want the SLA to be applicable.

    Time Duration (Hours)

    Value (in hours) for the SLA. By default, this field displays the SLA value that is defined for the selected ticket priority. You can, however, modify the value.

    The SLA value is defined for a ticket priority through the SLA Hours cell in the Priorities section on the Settings tab of the Ticketing Config window.


    Include Saturday

    Indicates if Saturdays are included in the SLA. By default, this checkbox displays the status that is defined for the selected ticket priority. You can, however, modify the status.

    The status is defined for a ticket priority through the Include Saturday cell in the Priorities section on the Settings tab of the Ticketing Config window.

    Include Sunday

    Indicates if Sundays are included in the SLA. By default, this checkbox displays the status that is defined for the selected ticket priority. You can, however, modify the status.

    The status is defined for a ticket priority through the Include Sunday cell in the Priorities section on the Settings tab of the Ticketing Config window.

  4. Clic Save.
    The SLA is created, and it appears on the SLAs tab.

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