> For the complete documentation index, see [llms.txt](https://help.glpi-project.org/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.glpi-project.org/faq/glpi/service_levels.md). # Service levels {% embed url="" %} *** ### What is a service level agreement? The service level agreement (SLA[^1]) defines the quality of service between the service provider and the customer. This service level is defined in a contract. It generally includes : * the time taken to handle a ticket (TTO[^2]), * The desired resolution time according to the criticality of the request (TTR[^3]). It is also possible to configure OLA[^4]s. An [OLA ](#user-content-fn-4)[^4]is an internal metric used to establish relationships between different IT entities or departments. *** ### How do I set up SLAs? You can follow this [procedure](/tutorials/helpdesk/service_levels.md) which shows you, step by step, how to set up SLA[^1]s *** ### How do I assign an SLA to a ticket? There are 2 ways of assigning an SLA[^1]: * By means of a rule: For example, all tickets from the XX customer entity will be subject to the XX contract SLAs. * Manually: In the ticket, go to "Service Levels" and select the [TTO ](#user-content-fn-5)[^5]or [TTR ](#user-content-fn-3)[^3]you are interested in according to the predefined contracts. * Using a ticket template: from **`Assistance` > `Ticket` > `Templates`** in **`Predefined fields`** you can add an SLA[^1] field ([TTO ](#user-content-fn-5)[^5]and/or TTR[^3]). *** ### How do I know if the SLAs for a ticket are being met? In the **`Statistics`** section of a ticket, it is possible to see the different times of the ticket: * handling time (TTO[^5]), * waiting time, * resolution time (TTR[^3]), * closure time (status after resolution) ![Alt text](/files/Pjl6zNZqurKG09xiYVw9) Indications in red are those that have not been respecified. *** ### How do you end the TTO calculation? The [TTO ](#user-content-fn-5)[^5]ends as soon as the ticket is allocated to a group and/or a user. *** ### Does the TTR take into account when a ticket is put on hold? Yes, when a ticket is put on hold, the [TTR ](#user-content-fn-3)[^3]is recalculated once the is changed from **`Pending`** to other status, adding the time that it was kept on hold. *** ### How to use escalation levels to change a ticket status? You may use [this article](/tutorials/helpdesk/service_levels.md#escalation-levels) to help you with escalation levels on GLPI. *** ### Why aren't my automatic SLA reminders being received? [SLA ](#user-content-fn-1)[^1]reminders are based on an automatic **`slaticket`** action and a **`Ticket Recall`** notification. Please check that : * the automatic action is programmed in CLI (`Setup` > `Automatic actions` >**`slaticket`**) * notifications have recipients (`Setup` > `Notifications` > `Notifications` > **`TicketRecall`**) * your cron works [official documentation](https://glpi-user-documentation.readthedocs.io/fr/master/modules/configurationcrontasks.html#configure-automatic-actions) [^1]: Service Level Agreement [^2]: Time to Own [^3]: Time To Resolve [^4]: operational level agreement [^5]: Time To Own --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://help.glpi-project.org/faq/glpi/service_levels.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.