Applying SLA Plans to Tickets

An SLA plan must be associated with the correct tickets for its targets to be meaningful.

Plan applicability

The Helpdesk may determine the applicable SLA according to configured criteria such as customer context, ticket properties, priority, or other supported conditions.

Ticket creation

When a ticket is created, applicable SLA logic can establish service deadlines.

Ticket changes

Changes to important ticket properties may affect the applicable service logic depending on configuration.

Verify the result

After configuring or changing SLA rules, inspect controlled tickets to confirm the expected plan and deadlines are applied.

Avoid manual assumptions

Do not assume a ticket follows a particular SLA merely because it looks similar to another ticket.

Review the actual SLA information associated with the record.

Good practices

Keep SLA applicability rules simple enough to understand. Complex overlapping rules should be documented and tested carefully.