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