<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><p><strong>Configuration > Service Level Agreements > General Settings</strong></p><p><br></p><p><strong><span style="font-size: 11pt;">Related Guides:</span></strong></p><ul><li style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1927/" rel="noopener noreferrer" target="_blank"><strong>Service Level Agreements (SLAs)</strong></a></li></ul>
<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
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</style><p> </p><table class="styled-table grid" style="width: 100%; height: 3996px;"><colgroup><col style="width: 33.3324%;"></colgroup><colgroup><col style="width: 10.7521%;"></colgroup><colgroup><col style="width: 55.9154%;"></colgroup><tbody><tr><td style="text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td id="trackresponsetime">Track SLA Response Times<br></td><td>Checkbox</td><td style="text-align: left;">Determines whether or not SLA response times are to be recorded.</td></tr><tr><td id="trackfixbytime">Track SLA Fix-by Times<br></td><td>Checkbox</td><td style="text-align: left;">Determines whether or not SLA resolution times are to be recorded.<br></td></tr><tr><td id="one_sla_id">SLA Override</td><td>Single Select</td><td style="text-align: left;">Determines the default SLA to use globally.<br><br><em><strong>NB: </strong>One of the options in this drop down permits the SLA on a Ticket to be determined by the end-user site or Tickets type</em></td></tr><tr><td id="default_site_sla">Default Site SLA<br></td><td>Single Select<br></td><td style="text-align: left;"><p id="isPasted">The following setting "SLA Override" must be set to: *SLA is chosen based on Site or Ticket Type*</p><br>This will dictate the default SLA given to new sites. It will not change the SLA's set on existing sites in the system.</td></tr><tr><td id="rtimezone">Time Zone</td><td>Single Select</td><td>The time-zone selected here will be the default time-zone that all SLAs will follow, unless stated otherwise in their configuration. This will dictate when the work hours apply, etc..</td></tr><tr><td id="vipnoprioritychange">Prevent editing of the Priority field if a User VIP escalation policy is in use<br></td><td>Checkbox</td><td>When selected, if a VIP user (user has important contact selected under their permissions tab) has the VIP/Priority escalation set (Users > Preferences Tab > VIP/ Priority Escalation [Integer Field]). Which is used to immediately escalate to a certain priority if the user logs any ticket, for example if they log a ticket and it is set to 1 (if using default SLA's), then the ticket is logged as a P1 (depending on your SLA). When this is the case and the checkbox is selected, the priority field on the ticket cannot be changed. </td></tr><tr><td id="slatimeleftcalcmethod">Behaviour of SLA timer<br></td><td>Single Select</td><td>This will determine which metric is shown by the SLA timer.</td></tr><tr><td id="allow_sla_target_override">Allow editing of SLA targets on Ticket details<br></td><td>Checkbox</td><td>When checked, you can edit SLA targets directly from the ticket screen.</td></tr><tr><td id="allow_reponse_edit_after">Allow response target to be edited after response has been set<br></td><td><br></td><td>If 'Allow editing of SLA targets on Ticket details' is on, this setting will appear. <br><br>You may want to edit the response target after i.e. a new priority is matched, this can be achieved by enabling this setting. If the response target is edited after the response date has been set, the response SLA will be reset. The response target cannot be edited once the ticket has been resolved.</td></tr><tr><td id="sla_target_widget_include_seconds">Include Seconds in SLA Target Countdown header widgets</td><td>Checkbox</td><td><span style="color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(250, 250, 250); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;" id="isPasted">(2025 UI) When selected in tandem with above, seconds will show on the timer countdown.</span><br></td></tr><tr><td id="">First SLA Notification Warning<br></td><td>Single Select<br></td><td>This option is to decide whether to get a warning a certain number of "Hours before resolution target" or to get a warning after a certain "Percentage of SLA response/resolution target" is met.</td></tr><tr><td id="">Hours / %</td><td>Integer</td><td>Define the percentage of SLA reached before the first warning gets sent out as a notification, or the number of hours left on the resolution target before the first warning gets sent out as a notification. <br><br><em><strong>NB:</strong></em><strong> </strong><em>Configure a notification for 1st and/or 2nd SLA warning to notify relevant techs of a Ticket approaching SLA breach. This notification is required to enable this configuration. If you are using NHServer to process email "Do not scan for overdue alerts" must be disabled in NHServer config to enable this functionality</em><strong><em>.</em></strong></td></tr><tr><td id=""><p>Second SLA Notification Warning</p></td><td>Single Select<br></td><td>This option is to decide whether to get a warning a certain number of "Hours before resolution target" or to get a warning after a certain "Percentage of SLA response/resolution target" is met.<br></td></tr><tr><td id="">Hours / %<br></td><td>Single Select<br></td><td><p id="isPasted">Define the percentage of SLA reached before the first warning gets sent out as a notification, or the number of hours left on the resolution target before the first warning gets sent out as a notification. </p><p><br></p><p><strong><em>NB:</em> </strong><em>Configure a notification for 1st and/or 2nd SLA warning to notify relevant techs of a Ticket approaching SLA breach. This notification is required to enable this configuration. If you are using NHServer to process email "Do not scan for overdue alerts" must be disabled in NHServer config to enable this functionality.</em></p></td></tr><tr><td id="statusafterrespond">Status after logging a Response<br></td><td>Single Select</td><td>Determines the status of a Ticket immediately after an SLA response has been triggered.<br><br><em><strong>NB: </strong>Action-level 'status after Action' field will override this, once the Action has been completed.</em></td></tr><tr><td id="shownotrespondedwarning">Show the "Response not set" prompt when doing an Action on a Ticket that hasn''t been responded to<br></td><td>Checkbox</td><td>When checked, a popup will appear when logging an action on a ticket that has not yet been responded to. This will only happen if that action is set to not respond automatically, in which case it will just respond anyway. The confirmation of this popup will log a response on that ticket with the completion of the action.</td></tr><tr><td id="respondprivate">Respond Actions are hidden from End-Users<br></td><td>Checkbox</td><td>When checked, the action tile for "Responded", which appears once a ticket has been responded to, will not show on the End-User Portal.</td></tr><tr><td id="send_or_ask_response_email">Send Response Email<br></td><td>Single Select</td><td>The selection made here will determine if and when a response email is sent to the user. A response email will use the response email template, and will notify the User that the ticket has been responded to.</td></tr><tr><td id="donotusedynamiclistsforresponse">Do Not Use Dynamic Lists For Response Emails<br></td><td>Checkbox</td><td>When checked, the above mentioned response emails will only send to the End-User and not anyone else included on the Dynamic Email List. </td></tr><tr><td id="allow_response_edit">Allow editing of response data<br></td><td>Checkbox</td><td>When checked, the ability to edit response times is made available. </td></tr><tr><td id="hiderespondbutton">Show the Respond Action button<br></td><td>Checkbox</td><td>When checked, there will be an action, atop tickets that have not yet been responded to, which will allow a response to be logged as a quick action, doing nothing else to the ticket, other than marking it as logged and noting who did it.</td></tr><tr><td id="movesectiononrespond">If the Agent responding is not part of the Tickets Team then re-assign the Ticket to the Agents default Team<br></td><td>Checkbox</td><td>When checked, should an Agent, that is not part of the Ticket's assigned Team, respond to a ticket, the ticket will then be re-assigned to the responding Agent's Team. </td></tr><tr><td id="ignore_hold_when_resetting_response_target">User updates can only reset the response target if the Ticket is being removed from hold<br></td><td>Checkbox</td><td>Enabled by default, and user updates will only reset the response target if is taking the ticket off hold.<br><br>When disabled, user updates can reset the response target regardless if the ticket is on hold.</td></tr><tr><td id="update_respond_by_date_with_hold_time">Update the response time when a Ticket is removed from SLA Hold<br></td><td>Checkbox<br></td><td>When disabled, the response timer is based on the time the ticket was logged. When checked, putting the ticket on SLA hold will also push the response time back by the amount of time the ticket is on hold, if not already responded to.<br></td></tr><tr><td id="log_action_responses_on_action_submit">Response behaviour for Actions<br></td><td>Single Select</td><td>This determines the point at which the response is logged, should it be logged via an action. This can either be when the action button is initially clicked, or it can be when the action is fully submitted.</td></tr><tr><td id="allow_different_first_response_target">Allow configuration of a different first Response target to subsequent Responses<br></td><td>Checkbox</td><td>When enabled two response targets can be set per SLA priority. One target for the initial response and another target for subsequent responses. Useful when you would like to give agents more/less time to respond to a ticket initially as opposed to subsequent responses. </td></tr><tr><td id="enableslareminders">Enable SLA Hold Reminder Emails<br></td><td>Checkbox</td><td>When checked, if a Ticket is in a status that has been configured to send SLA reminders & the SLA timer is also paused, periodic emails will be sent. If some given time has elapsed without an end-user update, the Ticket can be automatically closed.</td></tr><tr><td id="slareminderintervalhrs">Number of hours between reminder emails<br></td><td>Integer</td><td>(Provided SLA Hold Reminders are enabled) - determines the frequency of reminder emails. Setting to '0' disables this feature.</td></tr><tr><td id="slareminderautoclosehrs">Number of hours without response until Tickets on SLA Hold are closed</td><td>Integer</td><td>(Provided SLA Hold Reminders are enabled) - determines the number of hours after which, if not end-user update has been received, the Ticket will be automatically closed. Setting to '0' disables this feature.</td></tr><tr><td id="useworkhoursforreminders">Use workday hours<br></td><td>Checkbox</td><td>When checked, reminder emails/auto closure will not occur outside of working hours. The working hours will be inherited from the SLA applied to the Ticket.</td></tr><tr><td id="sendreminderstoccaddresses">Send SLA reminders to CC addresses<br></td><td>Checkbox</td><td>When checked, SLA reminder emails will not only be sent to the End-User, but also to any emails currently CC'd in the email list. </td></tr><tr><td id="follow_sla_hold_procedure_for_excluded_tickets">Send SLA Reminders and SLA Closures for Tickets excluded from SLA</td><td>Checkbox</td><td>When checked, SLA reminder emails will still be sent even if the ticket is excluded from SLA, acting as ticket chasers.</td></tr><tr><td id="use_slaholdcolour">Highlight Tickets on SLA Hold in the Ticket List<br></td><td>Checkbox</td><td>When checked, a hex code box will appear for choosing a colour with which to represent On-Hold tickets in list views. These tickets will have their text fields highlighted in this color, <span style="color: rgb(84, 172, 210);">like so</span>.</td></tr><tr><td id="include_sla_hold_in_breached_filter">Include Tickets on hold in the SLA Breached filter for Ticket lists<br></td><td>Checkbox</td><td>When enabled, Tickets that have breached SLA but are on SLA Hold will be included in the "SLA Breached > Includes > Breached" Ticket List filter.</td></tr><tr><td id="outofhourspriority">Out of hours Priority (0 = No Escalation)<br></td><td>Integer</td><td>Should a number other than zero be entered here, tickets that are logged Out-of-Hours will have their Priority level increased by this many levels.</td></tr><tr><td id="only_use_out_of_hours_priority_for_user_tickets">Only apply the out of hours Priority for Tickets logged by Users or Email<br></td><td>Checkbox<br></td><td>When this setting is checked on, the tickets logged by agents or automatically generated (Scheduled or automated tickets) out of hours, will not be included in the out of hours priority. Only tickets logged by users on the self-service portal, on an external website via an anonymous ticket form embedded onto the website, or via an email, will be taken into account.</td></tr><tr><td id="useoohack">Use a separate Email Template for New Tickets logged out of hours<br></td><td>Checkbox</td><td>When checked, tickets that are logged Out-of-Hours will use a different email template.</td></tr><tr><td id="informoutofhdworkinghours">Notify an on call Agent of new out of hours Priority 1 Tickets</td><td>Checkbox</td><td>(Legacy, replaced with Notifications) When checked, should a ticket be logged Out-of-Hours with a priority of 1, the designated On Call Agent will receive a notification. That agent is selected below.</td></tr><tr><td id="oncallunum">Agent on call</td><td>Single Select</td><td>(Legacy, replaces with Notifications) The Agent selected here will be notified in the above circumstances.</td></tr><tr><td id="">Configure OLA Templates</td><td>Button</td><td>When this button is used you will be taken to the configuration page to create <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1871" id="isPasted" target="_blank" rel="noopener noreferrer">OLA templates.</a></td></tr><tr><td id="olarules">Configure OLA Rules</td><td>Button<br></td><td><p id="isPasted">When this button is used you will be taken to the configuration page to create <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1871" id="isPasted" target="_blank" rel="noopener noreferrer">OLA rules</a>.</p></td></tr><tr style="height: 47px;" id="enable_ola_events"><td>Enable OLA events<br></td><td>Checkbox</td><td><strong>(v2.234.1+)</strong> When enabled you will be able to set OLA notification warnings. <br></td></tr><tr><td><p data-pasted="true">OLA notification warning (Hours / %)</p></td><td>Single Select<br></td><td><strong>(v2.234.1+)</strong> This option is to decide whether to get a warning a certain number of "Hours before OLA target" or to get a warning after a certain "Percentage of OLA target" is met. The value can then be set in the hours/percentage field. <br></td></tr><tr><td id="importslas">Import Service Level Agreements</td><td>Button<br></td><td>Here, you can import SLAs using an XLS import.</td></tr><tr><td id="importpriorities">Import Priorities</td><td>Button<br></td><td>Here, you can import priorities using an XLS import.<br></td></tr></tbody></table><p><br></p>
