Managing Service Level Agreements

Guide Overview

The following document is designed to give administrators a clear understanding of using Service Level Agreements (SLAs) in Incident IQ. This includes the following topics:

  • How to access the SLAs page.
  • How to create an SLA.
  • How to edit, copy, or delete an SLA.
  • How to Disable or Enable an SLA.
  • How to use an SLA in conjunction with the Rules Engine.
  • Where to access SLA analytics.

 

Guide Index

You can use the following links below to quickly navigate to a specific section in this document. To quickly return to this index simply use the Return to Index link located at the end of any section.

  1. General Information
  2. Accessing the SLA Management Page
  3. Creating New SLAs
  4. Editing, Copying, and Deleting an SLA
  5. Disabling/Enabling an SLA
  6. Using SLAs in Rules Engine
  7. SLAs in the Analytics Explorer

 

General Information

Incident IQ supports the creation of Service Level Agreements (SLAs). When applied to tickets or used in rules these provide administrators powerful reporting and analytical oversight on vendor ticket response and resolution times.

The following video is designed to give you a detailed overview of creating, editing, and deleting SLAs, as well as how to utilize them in conjunction with the Rules Engine.

 

[Return to Index]

 

Accessing the SLA Management Page

You can access the SLA management page by using the navigation bar to select Administration > Settings > SLAs.

Access_SLAs.png

[Return to Index]

 

Creating New SLAs

You can create a new SLA by clicking on the Create New SLA button located near the top-right corner of the SLA management page.

Create_New_SLA.png

From here you can name your SLA as well as set up the acceptable response and resolution times before saving.

warning.pngImportant Note: When setting up your SLA times, please keep in mind that both the response countdown and resolution countdown begin upon ticket submission. 

SLA_Properties.png

[Return to Index]

 

Editing, Copying, and Deleting an SLA

You can use the Options button to easily copy, edit, or delete any existing SLA in Incident IQ.

SLA_Options.png

[Return to Index]

 

Disabling or Enabling an SLA

You can easily disable or enable an SLA from the SLA management page. Simply select Options > Disable/Enable.

Disabling_SLAs.png

warning.pngImportant Note: Please be aware that disabling an SLA will stop it from being applied to any ticket when used in a rule. Proceed with caution.

[Return to Index]

 

Using SLAs in Rules Engine

SLAs are most effective when used in conjunction with Incident IQ's Rules Engine. When creating or editing a Rule you can add an SLA as an action by selecting Assign Service Level Agreement in the left drop-down menu. From here you simply need to select the specific SLA you wish to assign in the right drop-down menu.

SLA_Rule_Apply_1.png

tips.pngTip: Not familiar with the use of Rules in Incident IQ? Feel free to check out our article on using Incident IQ's Rules Engine for a guide on using the Rules Engine and how it can help automate your district's ticket routing.

[Return to Index]

 

SLAs in the Analytics Explorer

You can access SLA statistics in Incident IQ by selecting Analytics Explorer > SLA Performance in the left navigation bar.

SLA_Analytics_Link.png

[Return to Index]

Was this article helpful?
1 out of 1 found this helpful

Comments

0 comments

Please sign in to leave a comment.