SLA metrics in tickets

A ticket can be covered by any number of metrics of any type. The metrics covering the ticket are only visible for users with “HelpDesk employee” or “Administrator” roles.

The ticket details view (section "Service provision level") for the ticket covered with SLA metrics enables the metrics to be checked, according to the following classification:

1. Active metrics

These are metrics measuring the time until the first response (currently running) and metrics of the total ticket solution time (running or not running). The list must be sorted from the metric with the shortest time until expiry (or from the metric exceeded to the largest extent).

Sorting in such a way allows the user to focus on SLA metrics which are running or which can be restarted. It lets the user check the metrics which can be still fulfilled.

2. Completed metrics

These are metrics which are no longer running:

•metrics of time of waiting for the first response – after the first response is given,

•metrics of total ticket solution time – after the ticket is closed, or metrics which were violated and then ceased to cover the ticket (and therefore their run is also completed).
 

Completed metrics allow you to check in what period they covered the ticket, and whether they were violated or not.

It lets you confirm in detail whether the provisions of any SLA were violated in the history of work on the ticket.

For the purposes of ticket visualization in the ticket list, a dynamically generated “SLA violation date” column is defined. The column shows the earliest SLA violation date (also including overdue items) of all metrics active in relation to the ticket. If no metric is currently active, the column holds no value. If SLA time limit has expired, the value in the column is highlighted in orange.

Dates in the ticket list are not updated automatically and always show the system status at the moment when the list was loaded. Single ticket detail view is updated on a current basis (max. every minute).

If the ticket is closed, it cannot be covered by any new metrics (even if the users’ assignment to groups are changed). All metrics stop running and the period covering the specific ticket is formally ended.