Managing Tickets

Organizing and Filtering Service Level Agreements

Katie Murff|03 Mar, 2017

Do you have some Service Level Agreements (SLAs) which only apply to specific locations or events? SLA Groups can help managers and technicians apply the correct SLA to tickets in these cases.

Define an SLA Group in Portfolio Settings and select a category for these SLAs. For example, public spaces may require a faster response time than non-public spaces. Creating a SLA Group called Public Spaces with the category public, addresses this need.

Once SLA groups have been created, they may be added to SLAs. Do this in a SLA record or by editing a group of SLAs.

The category used for matching can be applied to a ticket four ways

  • Managers may manually add a category, such as public, when triaging tickets
  • Quick tickets can automatically apply the matching category
  • If the building has a category, such as leased, the building category will be copied to the ticket and may be used for matching
  • If the room has a category, such as public, the category will be copied to the ticket when the location is added and is used for matching. Categories may be added to locations in the room record.

Once the category is added to the ticket, select Service Level Agreement. The available SLAs will be filtered with the SLA Group name listed. If a ticket does not have a matching category, SLAs with no group are shown.