How to configure the SLAs

Overview

Service Level Agreements (SLAs) are crucial for tracking and enforcing response and resolution time targets based on ticket priority. Each SLA can be assigned to specific conditions like ticket category, department, company, or assigned group. This allows you to create tailored service expectations for different types of requests.

This guide will show you how to create a new SLA policy and define its time targets and conditions.

---

Step-by-Step Guide

1. Navigate to SLA Management

First, you need to go to the SLA configuration area in your BoolDesk settings.

• From the main navigation panel on the left, click on Settings (1).

• Under the Helpdesk section, click on SLA (2 & 3).

2. Add a New SLA Policy

• On the SLA management page, click the Add SLA button (4) in the top right corner to open the settings window.

2. Add a New SLA Policy

• On the SLA management page, click the Add SLA button (4) in the top right corner to open the settings window.

3. Define the SLA Policy

In the SLA Settings window, you will configure the name, time targets, and conditions for your policy.

• Name: Give your SLA a clear and descriptive name, such as "Hardware Support SLA" or "VIP Customer SLA."

• Set SLA Time Targets: For each priority level (Urgent, High, Medium, Low), you must define two key time targets:

  • First Response Time (First Column): This is the maximum time allowed for an agent to send the first reply to the customer.

  • Resolution Time (Second Column): This is the maximum total time allowed to resolve the ticket from the moment it is created.

  • Example: For an Urgent ticket, the policy in the screenshot requires a first response within 5 Minutes and a full resolution within 30 Minutes.

• Set SLA Conditions: Conditions determine which tickets this SLA policy will automatically apply to.

  • First, choose whether the ticket must Match all conditions (AND) or Match any conditions (OR) for the policy to apply.

  • Click the Add button to create a condition. You can build rules based on ticket properties, such as Category IS Hardware Issue or Department IS Finance.

4. Save the SLA Policy

• Once you have configured all the details, click the Save button to activate your new SLA policy.