Update - Service Levels (SLAs)
IT Service Levels for the Service Desk are automated in JSD.
SLA definitions
- 2-Hour response, 100% of the time during business hours
- 4-hour cumulative closure, 80% of the time during business hours
- 30-minute mission critical outage response time
SLA clocks
- 2-Hour response - The clock starts at 2h upon ticket entry and runs down to zero while awaiting assignment. Beyond the 2-hour SLA, it will add time in the negative. Reminder emails are sent at 15 minute intervals, with links to each ticket in question.
- 4-Hour closure - The clock starts at 4h and runs down to zero while awaiting closure. Notification emails are sent every hour.
- Ticket notifications - The first notifications are emailed to IT staff at 15 minutes, if the ticket has not been responded to.
- Priority - Default priority is set to Medium, which starts the 2-hour response clock. Mission critical outage tickets must be set to High Priority manually by an IT agent.
SLA clocks are listed in queues as shown:
SLA clocks are listed in tickets as shown below (right-side):
Pause SLA clocks:
- Waiting on customer - Select Respond to Customer, enter notes in popup box, confirm.
- Waiting on vendor - Select Workflow | Wait for Vendor.
