For: Administrators and managers
How due times are worked out
- The case's priority comes from its impact and urgency (Priority Rules, the ITIL matrix: High impact and High urgency is Critical).
- Its SLA policy (Standard, unless you add others) has a target for each priority: first response and resolution, in business minutes.
- The time is counted in the policy's business hours, skipping bank holidays for your part of the UK. A case logged at 16:45 on a Friday with a 4-hour target is due at 12:45 on Monday.
- While a case is On Hold, the resolution clock stops, and the due time moves on by the time spent waiting.
What the SLA statuses mean
- In Progress: the clock is running.
- Nearing Breach: most of the time has gone.
- Breached: the due time has passed. The owner is told.
- Met: done in time.
- Paused: on hold.
The SLA check runs by itself after case activity and when someone opens a dashboard or a case, at most every 15 minutes. Nothing needs scheduling.
Change the setup (Service Manager)
- Business Hours: the days and hours your desk works.
- Bank Holidays: UK bank holidays are loaded for England and Wales, Scotland and Northern Ireland. Add your own closure days.
- SLA Policies and SLA Targets: the times for each priority. Mark one policy as the default.
- Priority Rules: the nine impact and urgency pairs.
After a change, open the SLA policy and select Recalculate Open Cases: open cases are worked out again, and a summary says how many changed.
More help
Quick start for administratorsInstall, give out licences and roles, and set up your service desk in about an hour.Quick start for agentsYour cases, the case form, replying, resolving and finding answers.Quick start for team leads and managersDashboards, service levels, workload and satisfaction.Working a caseFrom Log and Classify to Close: priority, due times, holds, resolving and cancelling.Email to case and acknowledgementsTurn a support mailbox into cases, tell customers their case number, and keep replies on the right case.Major incidents and duplicatesLink many reports of one outage, resolve them together, and merge duplicates.Problems and service requestsFind the root cause behind repeat incidents, and approve requests before fulfilling them.Knowledge articlesDraft, review and publish articles, use them on cases, and keep them up to date.Service Settings and sample dataEvery setting explained, and the sample service desk to try it with.Support, data and privacyHow to get help, what data stays in your tenant, what leaves it, and how to erase or keep it.
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