<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 {
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;
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</style><p><strong>In this guide we will cover:</strong></p><p><strong>- What are SLAs?</strong></p><p><strong>- General Settings</strong></p><p><strong>- Workdays</strong></p><p data-pasted="true"><strong>- Creating Service Level Agreements </strong></p><p><strong>- Approval Processes</strong></p><p><strong>- Follow-Up Date Column</strong></p><p><strong>- Resetting Respond-By Targets</strong></p><p><strong>- Visualising Ticket Metrics</strong></p><p><strong>- Create SLAs from XLS Import</strong></p><p><br></p><p><strong>Configuration Settings Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1826/" rel="noopener noreferrer" target="_blank"><strong>SLA General Settings</strong></a></li><li><strong><a href="https://usehalo.com/haloitsm/guides/1865/" rel="noopener noreferrer" target="_blank">Service Level Agreements</a></strong></li><li><a href="https://usehalo.com/haloitsm/guides/1789/" rel="noopener noreferrer" target="_blank"><strong>Workdays</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/1341/" rel="noopener noreferrer" target="_blank"><strong>Tickets General Settings</strong></a></li></ul><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/2382" rel="noopener noreferrer" target="_blank"><strong>SLA and OLA Notifications</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/1928" target="_blank" rel="noopener noreferrer"><strong>SLA Workdays</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2314" target="_blank" rel="noopener noreferrer" style="font-weight: bold;"><strong>SLA Overrides<br></strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2289" target="_blank" rel="noopener noreferrer"><strong>Advanced SLA Settings</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/894" target="_blank" rel="noopener noreferrer"><strong>SLAs and Priorities</strong></a></li></ul><p><br></p><p><strong><br></strong></p><p id="isPasted"><span style="font-size: 14pt;"><strong>What are SLAs?</strong></span></p><p>Service Level Agreements (SLAs) are a way to track initial response time and resolution time on Tickets. Agents can choose to track both metrics or just the fixed-by date, and enable SLA hold reminders to automatically send emails and close tickets if no response is provided within a given date range. Workdays and holidays can be configured to specify the hours during which the SLA timer ticks down.</p><p><br></p><ul><li>Agents can create multiple SLAs, each with a series of priorities, and establish target response and resolution hours per priority.</li><li>SLAs can be applied to a particular site or ticket type.</li><li>The priority of a ticket can be determined by a ticket rule based on the impact and urgency selected, there are many more configurable criteria options, checkout the<strong> <a href="https://usehalo.com/haloitsm/guides/1923/" rel="noopener noreferrer" target="_blank">Ticket Rules Guide</a>.</strong></li><li>The SLA timer ticks down based on the SLA default and priority combination.</li><li>An action, such as sending an email, can mark a response against the SLA.</li><li>The SLA timer can be paused or resumed based on the status of the ticket, which can be manipulated by an action.</li></ul><p><br></p><p>Service Level Agreements can be configured in order to allow you to track the target response & target resolution times on your tickets. In Configuration > Tickets > Service Level Agreements, you will find these 3 modules:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjExM2U1YWY0LTA3OWItNDliMi1iMjhjLTFlM2M2NDhjMDEzNSJ9.u79ras0BAJCF5cfmRwBI6VtM4aXEQVRmDugp_zqX9Wg" class="fr-fic fr-fil fr-dib" width="413" height="223"></p><p><strong><span style="font-size: 10pt;">Fig 1. Configuration options for Service Level Agreements</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">General Settings</span></strong></p><p>This is where you can modify global settings for your SLA's, including:</p><p><br></p><ul><li>Specifying whether you track response/resolution targets.</li><li><strong>SLA Override</strong>: SLAs can be set per site or per ticket type. A ticket type SLA override is configured in the 'Defaults' tab for your respective ticket types:</li></ul><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjZDE0MjRkLTRkODEtNDI1OS1iYTA3LWM1NWVhY2JiMmU2ZiJ9.UE6HFJWpd6fKCvRkcbQHyzVDF7_foELjwQsI6KgenNc" class="fr-fic fr-fil fr-dib" width="835" style="width: 837px; height: 436.766px;" height="437"></p><p><strong><span style="font-size: 10pt;">Fig 2. Ticket type SLA Override</span></strong></p><p><br></p><ul><li><strong>Notifications</strong>: Notifications can be triggered when a certain percent of a ticket's SLA has been met. In the General Settings for your SLA configuration, you can specify the percentages to be met for these notifications to be triggered (more on notifications <a href="https://usehalo.com/halopsa/guides/891" target="_blank" rel="noopener noreferrer">here</a>).</li></ul><p><br></p><p><strong><span style="font-size: 12pt;">SLA Hold Reminders</span></strong></p><p>Enabling SLA hold reminders will result in sending automated emails to the end-user when a ticket is on hold & can automatically close the ticket if the end-user does not respond after a given period of time. The duration of time between automated emails (and the time after which the ticket is automatically closed) can be set here:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk1NzU2ODYxLTI0NzItNGZhYi05ZmZkLWJmNjBjOWUzMzk3OSJ9.Hisr74KgM6XT-UluHyZepOsmwbHbSK367YqvCRxemy8" class="fr-fic fr-fil fr-dib" width="997" style="width: 999px; height: 385.777px;" height="386"></p><p><strong id="isPasted"><span style="font-size: 10pt;">Fig 3. SLA hold reminder configuration</span></strong></p><p><br></p><p>SLA Hold Reminders can be disabled or enabled per Ticket Type in the Settings tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkMTg5NWU4LTU2ODEtNDE4Yi1iMTcwLTg0MzlhMjE1M2M3NiJ9.VlOPq7U2mMdxGeDexMagMF-6oqbJrr2eiHqHXR_xuzc" class="fr-fic fr-fil fr-dib" width="1000" style="width: 1002px; height: 465.798px;" height="466"></p><p><strong><span style="font-size: 10pt;">Fig 4. SLA Hold Reminder Options Per Ticket Type</span></strong></p><p><br></p><p>The reminder email that will be sent uses the 'SLA Hold Reminder Message' email template (Configuration > Email > Email Templates):</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI4MzhhNmIwLWM1ZjgtNDBjNS05MTY0LWZlNmNlYmZlZmUxYSJ9.-yoN7FzDigg8BEveYR7zxdy8HmMFpysN-sufWqp7FNw" class="fr-fic fr-fil fr-dib" width="1004" style="width: 1006px; height: 573.793px;" height="574"></p><p><strong><span style="font-size: 10pt;">Fig 5. The email template used for SLA Hold Reminders</span></strong></p><p><br></p><p><span style="font-size: 11pt;">And the email that is sent upon the Ticket being automatically closed (due to lack of customer response) used the 'Ticket Closed Automatically (SLA)' email template:</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQzYjg4ZDI4LTdmMDctNDRiNS1iZDMwLTNiMTNlMzM4OGU0OCJ9.nuH8k6t-d3tgkrG0Tau3cHNNhkBuYCwgzvb5r_LxXoY" class="fr-fic fr-fil fr-dib" width="1014" style="width: 1016px; height: 576.053px;" height="576"><img data-fr-image-pasted="true" src="https://academy.halopsa.com/storage/s3////DIR_02350/lessons/RAw16_2350_1666340348" class="fr-fic fr-fil fr-dib" width="2" height="16"><strong><span style="font-size: 10pt;">Fig 6. The email template used when Tickets are closed automatically via SLA hold reminders</span></strong></p><p><br></p><p>If you have the setting on in Configuration > Tickets > General Settings to "not close Ticket with SLA procedures when open Appointments, Tasks and To-do items exist", you should note that the Automatic Closure email will still send out to the User but the Ticket will not actually close. </p><p><br></p><p>As of version 2.230+, if the Ticket fails to close due to this setting, an action will add to the Ticket stating the reason for automatic closure failure:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFmZDYzYjU1LTUzZDMtNDczNy04ZDdlLTNjOTM5ODY0Y2VjMiJ9.dW7MgUnwEBiDoCbTWsH2cv06SIq8FubbxD-9MMBsjZ4" class="fr-fic fr-fil fr-dib" width="814" style="width: 816px; height: 135.308px;" height="135"></p><p><strong><span style="font-size: 10pt;">Fig 7. The action that will add to the Ticket if automatic closure fails due to outstanding Appointments, Tasks or To-do items</span></strong></p><p><br></p><p>There is also a "supplier breach message" email template configured by default.</p><p><br></p><p><strong><em>Note: </em></strong><em><strong>The suppliers module may need to be turned on for this template to show in the list.</strong></em></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJkZWM3MWViLTNmMGEtNDI2Ni04YWQ1LTkxOWRjM2Q4YTQ0YyJ9._KLBjYK984JJmbOUiasUrHMpmIjD6li3yc96tGjmpRc" class="fr-fic fr-fil fr-dib" width="877" height="773"><strong><span style="font-size: 10pt;">Fig 8. Supplier SLA Breach Message</span></strong></p><p><br></p><p>Enabling this setting in Configuration > Service Level Agreements > General Settings will enable the setting globally, but this can be overridden per SLA (i.e.: you can pick the SLAs that use this functionality) the below setting is set per SLA in Configuration > Service Level Agreements > Service Level Agreements:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY2ZjlmMmJmLWMzYWUtNDg3NS05ZDJjLTg4Yjg4MzQ5NjUyMSJ9.AIgatfAJLbgWrLAcgU-SfoKw1EaiNqIpb8B9EMqdh0k" class="fr-fic fr-fil fr-dib" width="430" height="61"></p><p><strong><span style="font-size: 10pt;">Fig 9. Toggling SLA Hold Reminders per SLA</span></strong></p><p><br></p><p>Or per status (Configuration > Tickets > Statuses):</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVlNjA2ZmU1LTEyY2UtNDVmNi1iOTRiLTM1MTdmZDE5ZTRmZiJ9.U13qsnlRyQ6IoeidU0bQ_Kg98BwkOSVI3QqTn1x6bOY" class="fr-fic fr-fil fr-dib" width="804" height="621"></p><p><strong><span style="font-size: 10pt;">Fig 10. Toggling SLA Hold Reminders per Ticket Status</span></strong></p><p><br></p><p>i.e. You may have an 'Awaiting User Response' for which you would like to send SLA Hold reminders and a 'Scheduled' status, which you also want to pause the SLA for, but wouldn't want to sent automated hold reminders.</p><p><br></p><p><strong><span style="font-size: 14pt;">Workdays Module</span></strong></p><p>Workdays are configured to ensure that your SLA timer only ticks down when it is supposed to. Multiple workday records can be configured, each with their own start/finish time & holidays. These workdays are set per agent in the "Details" Tab of Configuration > Teams & Agents > Agents as well. For more information on SLA workdays see our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1928/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.</p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>Creating Service Level Agreements </strong></span></p><p>Head into Configuration > Service Level Agreements > Service Level Agreements to create your SLAs. Upon creating a new SLA, you will be prompted to give it a name & select the work hours that this SLA will tick down against. With the below highlighted selected:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFiZmMxNGU4LWMwNjktNGQ0NS05NWY2LWY0OGZmZGE3MWJiNyJ9.v7S-RJ8oiNOXAug9sBZkFjeKKIaKUSVzBzBQUiDwZbo" class="fr-fic fr-fil fr-dib" width="965" style="width: 967px; height: 781.15px;" height="781"></p><p><strong><span style="font-size: 10pt;">Fig 11. New SLA Configuration Screen</span></strong></p><p><br></p><p>The SLA timer will tick down based on the work hours of the assigned agent. Work hours for an agent can be set via Agent Configuration (Configuration > Teams & Agents > Agents) where the work hours set are based off of the configuration of the workdays.</p><p><br></p><p><strong><span style="font-size: 12pt;">SLA Auto-Release Option</span></strong></p><p>Within Configuration > Service Level Agreements > Service Level Agreements You will also see additional options, including the option to enable SLA "Auto-Release".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQxNDBmNTczLWFiMWQtNDQwNC04YTY2LTJlMjJiNjE2Yjk5MCJ9.7ZYYCX0wfCUe7ajwdqfDj3CrxS3J1sWgKsZosLALDGU" class="fr-fic fr-fil fr-dib" width="1025" style="width: 1027px; height: 614.754px;" height="615"></p><p><strong><span style="font-size: 10pt;">Fig 12. SLA Auto-Release option</span></strong></p><p><br></p><p>By enabling this above setting, any action that places a ticket on SLA hold will provide you with an option to determine when to release the ticket from SLA hold, this will be triggered i.e. when you go to send an email to the user and set the status to be "With User", when you click "Send" there will be a modal window which appears to let you set an Auto-Release Date and Time:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY3ZTVhN2I4LTQ0YTktNGY1OS1hM2I0LTI3ZTNhYWMwM2IwNSJ9.wu3bwMW2xGDcpwzgcfFxHWM9Ve_3N1DfJgMRXQDXhBU" class="fr-fic fr-fil fr-dib" width="865" height="290"></p><p><strong><span style="font-size: 10pt;">Fig 13. SLA Auto-Release Option (This modal window appears when doing an action on a ticket where the action is set to put the SLA on Hold)</span></strong></p><p><br></p><p>A common use case here would be for when work is scheduled in advance.</p><p> </p><p>You will see in <strong>Fig 11</strong> that there is a 'Priorities' tab for your SLA - this is where you configure your various response/resolution target times. Each priority is given a level, description & response/resolution target times (in days or hours). The <strong id="isPasted"><a href="https://usehalo.com/haloitsm/guides/1865/" rel="noopener noreferrer" target="_blank">Admin Guide: SLA's</a> </strong>gives detailed descriptions of each setting. The default priority that is used when a ticket is raised can be set on the defaults tab for your respective ticket type (<strong>Fig 2</strong>).</p><p><br></p><p>Against each priority you can determine settings specific to the priority:</p><p><br></p><p><strong>Automatically extend the resolution target to the end of the working day -</strong> When checked, regardless of when the Resolution timer is reset, the target date/time will be set to the end of the current working day (or the next, should it be reset out of working hours). </p><p><strong>Prompt for a reason to be entered if the resolution target is breached -</strong> If an SLA resolution target is breached on a ticket, you can add the checkbox option to require the agent to give a reason why the SLA resolution target was not met, this text box will pop up on the ticket after the SLA has been breached and the agent clicks back into the ticket.</p><p><strong>Delay starting SLA until the next working day after a particular time -</strong> You can delay an SLA after a certain time, your working hours may be 9am - 5pm but if a request comes in at 4pm, you might want to delay the SLA trigger until the following day. Note: the SLA will only be active during working hours.</p><p><strong>Override fix by date with Start Date when Start Date is set -</strong> When checked, the Start Date field (should it be present and populated) will be set as the Resolution target (a.k.a. Fix-By date) regardless of other options configured above. If the start date and target date are set, it will override to the target date.</p><p><strong>Override fix by date with Target Date when Target Date is set -</strong> When checked, the Target Date field (should it be present and populated) will be set as the Resolution target (a.k.a. Fix-By date) regardless of other options configured above. If the start date and target date are set, it will override to the target date.</p><p><br></p><p>If you would like agents or i.e. service desk managers to be able to edit the response/ resolution times, this can also be achieved. A use case of this may be if a ticket comes in as a P3 and it quickly turns into a P1, you may want to reset the response time as it will be inaccurate and may show as missing the SLA response target, this is due to the agent originally treating the ticket as a P3 and then the SLA targets change to P1 targets. Within Configuration > Service Level Agreement's, the following can be turned on globally:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEyODViZDA1LTQxZTYtNDc0Ni1hMGZhLTliYTNiY2VkODUxNiJ9.iWmj1pTrNysGL1SxXMxbs34GV6A-LMxBv35dt7EsIbI" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 14. Allow editing of SLA targets on Ticket details, Allow response target to be edited after response has been set</span></strong></p><p><br></p><p>Being able to edit the response target may be applicable when the response was not met as the priority of the ticket has changed midway through, meaning the response target goes to the default time restraint set for i.e. a P1.</p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Approval Processes</span></strong></p><p>If using user approval processes on a ticket, the SLA will by default be taken off hold after a user approves or rejects. This can be configured by the checkbox in Configuration > Tickets > Approval Processes > "Always take Tickets off of SLA hold after a user approval process accept or reject".</p><p><br></p><p>It will be enabled by default as the normal behaviour, and will override the SLA hold state on the status after approval/rejection. Disabling it will then follow the status after approval's hold state.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU1YTg0YzIwLTNiZTctNGM4ZS04NTJlLWQzOWJjN2Q4YjRlYyJ9.qf-5AqZ0wB7grGs0cXLwHUfucsn8jINM7sbSLQh9NkY" width="608" height="60" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 15. SLA on approval process setting.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Follow-Up Date Column </span></strong></p><p>"Follow-Up Date" can be added as a column to the ticket list column profile. To do this, either go to the three dots (...) in the top right corner > Edit columns > Edit > Add the "Follow-Up Date" field, or add the same field in Configuration > Tickets > Views > Configure Column Profiles. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkOTY2ZjBhLTE0YWQtNDAyOC1iOTAwLTliZmIxY2Y4ZGViOSJ9.c-GmWozNvo3gaXo-ZcyaeVq90gaoCyQdRZ8x1_UWdgk" class="fr-fic fr-fil fr-dib" style="width: 993px; height: 486.156px;" width="991" height="486"></p><p><strong><span style="font-size: 10pt;">Fig 16. Adding the Follow-Up Date column to a column profile.</span></strong></p><p><br></p><p>You can drag and drop to choose the order of the fields.</p><p><br></p><p>When the field is added, the column will appear in your ticket lists like below with a date and time showing if auto-release was set when the ticket was put on hold. Auto-release can be allowed by enabling "Allow Agents to specify an "Auto Release" date/time when placing a Ticket on hold" on the SLA in Configuration > Service Level Agreements > Service Level Agreements.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIwYWQxODk5LTI0YTktNGIyNi1iNzBhLTliZDE5MjNjZGZmOCJ9.SbWgZdinr1FZ1ckO6StxHwqvV_foXYMycbfqOBRqeZc" class="fr-fic fr-fil fr-dib" width="989" style="width: 991px; height: 483.591px;" height="484"></p><p><strong><span style="font-size: 10pt;">Fig 17. Turning on SLA auto-release options.</span></strong></p><p><br></p><p><strong><em>Note: In the example below, only the bottom ticket shows a date, and the rest are blank. This is because an SLA Auto-Release was set when putting the ticket on hold. The other ticket that was put on hold without auto-release and the ticket on hold will show as blank.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg4YjllNzVhLTJmNzMtNGIwOC1hMWMzLWEyZTFmYzNlOWJiZCJ9.CL7uUHIj507beLKc_IMJUZymbLsyQgxVFsLyth3kGDU" class="fr-fic fr-fil fr-dib" width="994" style="width: 996px; height: 487.349px;" height="487"></p><p><strong><span style="font-size: 10pt;">Fig 18. Follow-Up Date column in the column profile.</span></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Resetting Respond-By Targets</span></strong></p><p>The response target on an SLA can be set to reset every time a certain action occurs on the ticket. This is configured on the SLA configuration, with any of the below checkboxes.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNkMDg4MDc2LTZkNjktNDFmMi1hNmRiLTVhMDhhYzk2NjBiZSJ9.-3JMbxpRdlS_ZtMHDnANv2MGThbuz1OVctc1tFsrWJE" width="543" height="301" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 19. Reset response options.</span></strong></p><p><br></p><ul><li><strong>Reset the Respond-By target each time an End-User updates a Ticket</strong> - When checked, every time an End-User responds to a ticket, the response SLA timer resets. This would be used in cases where fast to and from is required, and the response expectation exceeds the first contact. This will only reset if the response takes the ticket off hold. If the ticket is not on hold, "User updates can only reset the response target if the Ticket is being removed from hold" will need to be disabled in Configuration > Service Level Agreements > General Settings.</li><li><strong>Reset the Respond-By target when an Approval Process is completed</strong> - When checked, every time an Approval Process is completed on a ticket, successful or not, the response SLA timer resets. This would be used to kickstart the ticket's activity now that it is no longer awaiting an approval.</li><li><strong>Reset the Respond-By target when opening a Ticket from the call screen</strong> - When enabled, each time a ticket is opened by an agent from the call screen, the response SLA timer resets. This would be used when the customer calls in regarding their ticket, so talking to the agent on the phone would act as the agent's response.</li></ul><p><br></p><p>Let's look at the last one as the example here. For this critical issue, the response target is 30 minutes, which has been counting down. After taking a call, you can view the ticket and mark it as "Complete" with the button in the bottom left.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEzMGFiMjEzLTY3OTctNGFlMC05NTJjLWNkMjNhODcyOWRmNSJ9.vXpQn85zyQgfT4xFhQYe0DdaO-lwOBUyQnfIuEEpJPk" width="1215" style="width: 1217px; height: 572.594px;" height="573" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 20. Taking a call for a ticket.</span></strong></p><p><br></p><p>This this resets the response target to 30 minutes, and it begins counting down again.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYxYzRiOGRiLTBiOTItNDZmZi05OWMyLTE1ZTExMzYxNGIzMCJ9.Z-gvTzPXFDZ9DD980nf1CufXeXm9KJzBGufA8biv0-0" width="1222" style="width: 1224px; height: 573.97px;" height="574" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 21. Response target resetting.</span></strong></p><p><br></p><p><br></p><p><span style="font-size: 14pt;"><strong>Visualising Ticket Metrics</strong></span></p><p><span style="font-size: 11pt;">A Ticket's SLA metrics can be visualised in a dashboard-style modal window. </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE5NTc4ZjY2LWFhZTYtNDI3My1iOWE0LWYyMmMzNGQ3ZjkwYSJ9.YSzf1VRVx9fvYYLfTfOXta4g02Uw-pkPIE0fzuCTSsU" class="fr-fic fr-fil fr-dib" width="1116" style="width: 1118px; height: 607.309px;" height="607"></p><p><strong><span style="font-size: 10pt;">Fig 22. The Ticket Metrics modal window pop out</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To enable this, navigate to Configuration > Tickets > Ticket Types and click into a Ticket Type for which you wish to enable this. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Go into the Forms tab of the Ticket Type and scroll to the checkbox setting to "Show Ticket timing metrics".</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNiMDQzZjViLTdiNGYtNDRlZC05OThlLWUzMzRkOWU5NDNlZCJ9.mhRxv7Ini9aIcALLEl7jKLWkJWTUw4j3SfxIZhgjCdI" class="fr-fic fr-fil fr-dib" style="width: 738px; height: 646.137px;" width="1428" height="1252"></p><p><strong><span style="font-size: 10pt;">Fig 23. The setting to show Ticket SLA metrics when on a Ticket</span></strong></p><p><br></p><p><span style="font-size: 11pt;">When this setting is enabled, a new button to "View Metrics" will show underneath the SLA information on Tickets of that Ticket Type. </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIyN2EyZDQwLWUyNmMtNDllNy1hZjMxLTM4ZGJjZTI0NWZlZCJ9.k1o_uNjipcESuhkqrqRWtUAmCooNasibT8Qh698tv-c" class="fr-fic fr-fil fr-dib" width="268" style="width: 270px; height: 215.671px;" height="216"></p><p><strong><span style="font-size: 10pt;">Fig 24. The button that appears on Tickets when their Ticket Type has the setting in Figure 22 enabled</span></strong></p><p><br></p><p data-pasted="true">From v2.242+, The date an SLA response and resolution was breached can be recorded in the FaultsMetric table. This can be queried using in a report, or returned in an API call using the query parameter "includemetrics". To record this information you must select the "Store the date when an SLA is breached" option in the Settings Tab of the Ticket Type (Configuration > Tickets > Ticket Types). </p><p><br></p><p><strong><em>Note: These columns will not populate for tickets on hold prior to the setting being enabled, unless they are updated manually. Ensure</em></strong><strong><em> Backend services are enabled for these fields to be accurate.</em></strong></p><p><strong><em> </em></strong></p><p><strong><span style="font-size: 14pt;">Create SLAs from XLS Import</span></strong></p><p><span style="font-size: 11pt;">SLAs and priorities can be created using an XLS import. The details of the SLA and priorities can be added to a XLS spreadsheet, this can then be imported into Halo to create the SLAs and priorities. This provides an alternative to creating SLAs manually. </span></p><p><br></p><p><span style="font-size: 11pt;">To do this head to Configuration > Service Level Agreements > General Settings > see the 'Imports' section. You need to import SLAs before priorities. Obtain the template to use for the spreadsheet by clicking the 'Import Service Level Agreements' button > 'Download samples'. Open up the zip file and use the 'Service level agreements' and 'priorities' templates, respectively.</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc3MTY5ZDMxLTcwM2ItNDdmOS04ZWFhLTM5YzJkNTg4ZjVjZSJ9.kWCSLCKW-bAX4UDhWV4O1e5XRAHZmWhmOG6OqcAjxlk" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 744.587px;" height="745"></span></p><p><span style="font-size: 10pt;"><strong>Fig 25. SLA and priority imports.</strong></span></p><p><br></p><p>When importing priorities the SLA name will be used to match the priority to the correct SLA.</p><p><br></p><p>For more information on completing XLS imports check out <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/866" id="isPasted" target="_blank" rel="noopener noreferrer">Importing Data</a>.</p><p><br></p><p><br></p>
