SLA Assistant (App)

SLA Assistant is an APP provided as part of the SLA Management & Reporting Module, to report on the progress and status of SLA's specified for a ticket.

Interpreting the Information Supplied by the SLA Assistant

The SLA Assistant can be deployed and introduced as a side App (1) while focused on a Ticket (see Installing the SLA Management & Reporting Module), from where it will interpret and display the following information pertaining to the progress and status of the SLA for each stage in the Ticket life cycle:

  • The SLA Specification assigned to the Ticket (2) (see Configuring SLA Specifications) - *Note: this will only be present where more than one SLA specification has been configured
  • The calculated due date (3) by when the rules and conditions specified for the SLA must be met for the associated stage in the Ticket life cycle
  • An indication that the SLA has been violated (4) - denoted by a red/pink background
  • An indication that the SLA has been met (5) - denoted by a green background
  • An indication that the SLA has not yet been met and will soon be violated if no action is taken (6) - denoted by a yellow/amber background
  • An indication that the due date for completion of the SLA has now passed (7) - denoted by a grayed out background for the due date
  • An indication that the timer is still running and so the due date for completion of the SLA has not yet been reached (8) - denoted by a white background for the due date

The following additional information is provided by the SLA Assistant, depending upon the optional installation of process and supporting components:

  • An indication that the running timers have been paused (1) pending additional information from the Ticket submitter (or alternative rules). the number in brackets represents the amount of time remaining to meet the SLA
  • The Business Hours specification applied to the Ticket (2) (see Configuring Business Hours) - *Note: this will only be present where more than one Business Hours specification has been configured
  • An indication that a timer has stopped and so the  due date has yet to be reached the associated SLA - denoted by a gray background (3)
  • An indication that the timers have been stopped (suspended) when the Ticket is solved before the due date. The number in brackets represents the amount of time remaining when the timers were stopped and if the Ticket is reopened, then this is the amount of time remaining to solve the Ticket within the specified SLA.

*Note: the information used by the SLA Assistant is captured and maintained by the various components of the SLA Management & Reporting Module.