The SLA time frames that are associated with ServiceDesk processes are as follows:
Overall time frame
The actual time frame that is defined in the SLA.
Internal time frame
Intermediate time frames for completing the process steps. These time frames are shorter than the overall time, to allow the support team to complete the service well within the overall SLA time frame.
Each of these time frames contains the following time definitions:
The time that can elapse before a service is considered late.
The time that elapses before the worker receives a warning about the remaining time that is allowed.
When a ticket's internal SLA level reaches its warn time, an email is sent to the current assignee, if any. The ticket's status is unchanged.
When the internal SLA level reaches its late time, the status is changed to OUT OF TIME. The ticket is assigned to Support I, Support II, and Service Managers no matter who it was assigned to. No email is sent because the ticket is now assigned to multiple groups of users rather than one particular user.
When a ticket's overall SLA level reaches its warn time, an email is sent to the current assignee, if any. When the overall SLA level reaches its late time, it is likely that the ticket has been escalated automatically and the notifications have been sent. Therefore, no new action is taken in ServiceDesk.
A default SLA is built in to the Incident Management process. You can edit the default SLA time frames to comply with your organization's SLA.
If your organization does not use Service Level Agreements, you can disable an SLA by setting a large number of days for its time frames.
For more information about setting time frames in the SLA, see the ServiceDesk Customization Guide.
Imported Document ID: HOWTO61486
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