SLA-beleid instellen
Configure sla targets · Explain sla timing
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Configure sla targets
Configure sla targets.
Who can do this: Tenant administrator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- SLA timers use the timezone from the linked business calendar. When creating a calendar, default the timezone to the tenant timezone from Tenant Settings.
- If business hours are not configured, SLA timers run 24/7, which may trigger false breach alerts outside staffed hours.
- Changing an active SLA policy does not retroactively adjust in-flight tickets — existing tickets keep their original targets.
- Confirm a business calendar exists with the correct timezone before proceeding.
- Go to Configuration → SLA Management.
- Four cards are shown: Incidents, Changes, Problems, Service Requests. Each shows whether a policy is Active, Inactive, or Not Configured.
- Click the card for the entity type you want to configure.
- In the SLA rule builder, enter a policy name.
- Add rules per priority level (e.g. Critical: 15 min response, 4 hr resolution).
- Set response and resolution time targets for each priority.
- Choose whether timers run 24/7 or only within business hours.
- Save the policy.
- Repeat for each entity type.
Expected outcome: The user has reviewed the result of configure sla targets in the application.
Explain sla timing
SLA response and resolution timers use the linked business calendar and its timezone. A tenant timezone is only a default for newly created calendars.
Who can do this: Tenant administrator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- SLA timers use the timezone from the linked business calendar. When creating a calendar, default the timezone to the tenant timezone from Tenant Settings.
- If business hours are not configured, SLA timers run 24/7, which may trigger false breach alerts outside staffed hours.
- Changing an active SLA policy does not retroactively adjust in-flight tickets — existing tickets keep their original targets.
- Confirm a business calendar exists with the correct timezone before proceeding.
- Go to Configuration → SLA Management.
- Four cards are shown: Incidents, Changes, Problems, Service Requests. Each shows whether a policy is Active, Inactive, or Not Configured.
- Click the card for the entity type you want to configure.
- Review the response and resolution targets, the selected business calendar and whether each timer uses business hours or 24/7 time.
Expected outcome: The user has reviewed the result of explain sla timing in the application.
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