Setting up Service levels (SLA)

An IT Service Level Agreement (SLA) is a documented agreement between an IT service provider and a customer, defining the services required and the level of service expected. In GLPI, it is possible to enter these SLAs so that the level of service expected by a customer is in line with the contract signed between the 2 parties.

Setting up SLAs involves several stages:

Define intervention times via the calendar (working hours, on-call, etc. several possible calendars).
Definition of SLAs (Service Level Agreements)
- Maximum Time To Own (TTO)
- Maximum time to resolution (TTR - Time To Resolve)
Definition of OLA (Operational Level Agreement)
- Maximum Time To Own (TTO)
- Maximum time to resolve (TTR - Time To Resolve)
Implementation of SLA assignment rules (escalation level)
Set up SLA reminder notifications
Automatic action settings
Checking the cron

Optional steps

Depending on the contract with your customer, not all of these steps may be necessary. For this example, we'll take as complete a case as possible in order to have a complete view of GLPI's possibilities in terms of SLAs.Add an SLA

Create SLA

From Setup > Service levels, click on Add.
Add a name to your SLA
In the calendar insert, select the one you want from the list.
If nothing suits you, you can add a new calendar by clicking on . You can refer to the article Calendar to add a new calendar.

Important step

The calendar step is important because your SLAs will take into account the opening or intervention times that have been entered.

Add SLA service level

Add a TTO

In your SLA, click on Add a new item.
Select Time to own.
Add the desired value (generally defined by the contract). In our example, we'll take 4 hours.
Click on Add

Add a TTR

Click on Add a new item.
Select Time to resolve
Add the value you want (usually defined by the contract). In our example we'll take 5 days
Indicate whether the last day of the SLA should be a working day
Click on Add

To summarize

The ticket should therefore be:

taken care of within 4 hours
resolved within 5 working days

Add OLA service level

OLAs are internal service levels; they have no impact on SLAs, but define a level of service internal to the IT department.

Adding an OLA is strictly identical to the SLA, so you can repeat the above process.

Escalation levels

The escalation level enables you to apply a rule before/after the deadline imposed by the TTO or TTR, whether positioned in the SLA or the OLA.

You can, for example, add a TAG, assign a priority, assign a default technician, etc.

The following operation can be repeated for each TTO or TTR included in an SLA or OLA.

Example

"We're going to create 2 types of escalation level:

For the SLA TTO :
- If the ticket is not assigned at the end of the TTO, a technician group will automatically be assigned.
- The priority will be changed to Very high.

For SLA TTR:
- 2 days before the end of the TTR, SLAs will be reminded that the ticket is still open and must be resolved on time.

You can, of course, add/modify/delete anything you like, just like any other GLPI rule.

SLA escalation level - TTO

From Setup > Service levels
In the SLA tab, click on the name of your TTO
In the escalation level tab
- Enter a name
- Indicate when the execution is to take place (before/after or at the end of the TTO)
- Active to Yes
- Click on Add

Click on the name of your Escalation level to add a rule that will be applied.
In the Criteria tab, click on add a new criterion.
In our case, we'll specify Criteria - Take into account delay is No.
Click on + Add
In the Actions tab, click on Add a new action.
Specify Technician group > Add > the_desired_group.
Click on Add a new action.
Specify Priority > Assign > Very high

SLA - TTR Escalation levels

From Setup > Service levels
In the SLA tab, click on the name of your TTR
In the escalation level tab
Enter a name
Indicate when execution is to take place (before/after or at the end of the TTR)
Active to yes
Click on Add
Click on the name of your Escalation level to add a rule that will be applied

Logical operator

We're going to change the logical operator to OR because we're going to indicate that if the status isn't closed OR solved, then the rule will have to be applied.

In the Criteria tab, click on add a new criterion.
In our case, we'll specify Criteria - Status not closed OR resolved (2 different criteria)
Click on Add
In the Actions tab, click on Add a new action.
Specify Automatic reminders of SLA > Send > Yes.
Click on Add!

OLA

You can, of course, repeat this procedure for OLAs

Recipient of reminder notifications

Reminders are used by the Ticket Recall notification and use the ticket template. By default, the recipients of this notification are left blank. This step is therefore necessary so that the people concerned by SLA reminders can receive the notifications.

From Setup > Notifications > Notifications, search for Ticket Recall in the list.
In the Recipients tab, select the desired values (profile, groups, ticket group, requester, entity administrator, etc.).
Click Update to confirm your changes.

Automatic actions

In order for SLA actions to be carried out, the slaticket action must be activated.

From Setup > Automatic actions, find the slaticket action.
Make sure it is :
- scheduled
- in CLI mode
- with a minimum frequency of 5 minutes.
Click on Save.

Cron

For on-premise instances, please check that your cron is correctly configured. Please refer to the official documentation

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