Service levels
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The service level agreement () 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 (),
The desired resolution time according to the criticality of the request ().
It is also possible to configure s. An is an internal metric used to establish relationships between different IT entities or departments.
There are 2 ways of assigning an :
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 or you are interested in according to the predefined contracts.
Using a ticket template: from Assistance > Ticket > Templates in Predefined fields you can add an field (and/or ).
In the Statistics section of a ticket, it is possible to see the different times of the ticket:
handling time (),
waiting time,
resolution time (),
closure time (status after resolution)
Indications in red are those that have not been respecified.
The ends as soon as the ticket is allocated to a group and/or a user.
Yes, when a ticket is put on hold, the is recalculated once the is changed from Pending to other status, adding the time that it was kept on hold.
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
You can follow this which shows you, step by step, how to set up s
You may use to help you with escalation levels on GLPI.
