SLA metric conditions

SLA metric can include a defined extensive list of conditions related to:

•ticket priority (is equal to / is not equal to),

•ticket category (is equal to / is not equal to),

•reporting person (is equal to / is not equal to / belongs to group / does not belong to group),

•assigned person (is equal to / is not equal to / belongs to group / does not belong to group),

•ticket source (is an e-mail message / is a web application interface).

Subsequent conditions can be combined only with the logical operator “AND” (i.e. all conditions are met). If a collection of N values is allowed within one condition, the entire item is considered as N conditions combined with the “OR”/“NOR” operator.

A ticket is eligible to be covered by the selected SLA metric if it meets all of its conditions in a continuous manner. If, due to change of a property (e.g. priority), the ticket no longer meets the metric conditions, it is automatically no longer covered by the metric. The metric which no longer covers a ticket automatically stops, regardless of whether it was fulfilled or not.

Analogically – if, after a change of a property the ticket is eligible to be covered by other additional metrics, it is automatically covered by such metrics. If the ticket is covered by the same metric once again, the system handles it as a restart (continuation) of the metric, not as the creation of another instance of the metric.

In certain cases, this may mean that after the change of ticket properties, the new SLA metric will be exceeded from the moment when it begins to cover the ticket.

Example:

There are two SLA metrics in the system:

1. Tickets with “high” priority shall be solved in 4 hours.

2. Tickets with “critical” priority shall be solved in 2 hours.

A ticket with “high” priority has already been processed for one hour. If its priority gets changed to “critical”, it is no longer covered by the first metric and it becomes covered by the second metric. There is only one hour left until the metric is exceeded.