SLA Management

'Source' Attribute for Problem SLAs

The 'Source' field is now available as a configuration attribute for Problem SLAs, enabling organizations to define distinct service level commitments based on the origin or detection method of the problem record.

Different problem sources often warrant different SLA commitments:

Proactive Problems: Detected through monitoring tools may have longer resolution timeframes since they haven't yet impacted users

Reactive Problems: Identified after user impact typically require more aggressive response and resolution commitments

Vendor-Reported Problems: Issues escalated from vendors may have different SLA requirements aligned with contractual obligations

Administrators can now create multiple SLA Target Definitions for the Problem module, each with different response and resolution targets based on the Source field value.

'Assignee' as SLA Configuration Attribute

The 'Assignee' field has been introduced as a configuration attribute for Incident, Problem, Fulfillment, and Task SLAs. Additionally, a new 'is not empty' operator is available for this attribute, enabling sophisticated business logic around assignment-based SLA tracking.

Many organizations distinguish between "acknowledgment" of a ticket and active "response" to a ticket. The new 'is not empty' operator enables tracking Response SLAs only after a ticket has been actively assigned to an agent or group, rather than from the moment of ticket creation.

Example Configuration:

  • Acknowledgment SLA: Starts at ticket creation, measures time until first status change or assignment
  • Response SLA: Configured with condition "Assignee is not empty," starts only after assignment

This enhancement aligns SLA measurement with real-world workflows where initial triage or routing is handled by automated systems, and the "response clock" should only start when a resolver actively begins working the ticket.

This functionality is available for Incident, Problem, Fulfillment, and Task modules.

Multi-event SLA with Flexible Work Schedule Windows

Work Schedules now support multiple time windows within a single day, enabling accurate modeling of complex shift patterns, split schedules, and lunch hour exclusions that reflect real-world operational hours.

Administrators can define discontinuous operating hours for any day of the week. For example:

  • Split Shift: Saturday: 10:00 AM - 1:00 PM and 2:00 PM - 6:00 PM
  • Lunch Exclusion: Monday-Friday: 9:00 AM - 12:00 PM and 1:00 PM - 5:00 PM (excluding lunch hour)
  • Extended Coverage with Breaks: 24-hour operations with scheduled maintenance windows excluded

This enhancement ensures SLA elapsed time calculations accurately reflect when support resources are actually available, preventing misleading metrics.

Organizations with follow-the-sun support models or multiple regional support centers can now model each region's unique operating hours with precision. Each day of the week can have its own set of time windows, and different work schedules can be defined for different support teams, services, or customer segments.

Default 'Inactive' Status on SLA Target Definition

To ensure better control during configuration, new SLA Target Definitions are now created in an ‘Inactive’ state by default.

This prevents unintended activation during setup. Administrators must first save the definition before manually changing its status to ‘Active’.