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SLA Setup Questions

Lindsey Jensen

Hi community! I have a few questions about SLAs in JSM

1. Is there a way to assign separate SLA's on a per-ticket basis in one project? I.e. ticket A has a time to response of 4 hours, ticket B has a time to response of 8 hours?

2. It looks like time to first response and time to resolution are based on hours. Is it possible to set this up in days? I.e. time to resolution 5 days.

Thank you!

Accepted answers

Suzi Firth

Hi,

This depends on how you setup your Time Goals on the SLA. In our company our Time to First Response is defined by the Priority set on the ticket. Below is how we setup ours. The higher the priority the shorter the time goal.

We define the Priority of a ticket by what is selected in the Impact and Urgency Fields. Basically we are using a priority matrix to define this.

I'm trying not to go into too much further detail as it may be irrelevant to your situation (happy to explain further though if you like), but I have automated the Impact and Urgency fields based on the "Operational Categorization" selected on the ticket. For example, Server down is Critical Priority. Server Performance might be High Priority though. Requesting access to a mailbox is Low.

So for us, we set the Operational Categorization on the ticket when we assign it. This automatically defines the Impact and Urgency Fields which then automatically defines the Priority field (all done by Automation Rules). The assignee still has the ability to change the Impact or Urgency fields if they feel it needs to be higher or lower for the situation.

2. Yes. If you want the time to resolution to be 5 days then you would enter 120h as the time goal.

Cheers,

Suzi

All comments

Suzi Firth

Hi,

We define the Priority of a ticket by what is selected in the Impact and Urgency Fields. Basically we are using a priority matrix to define this.

2. Yes. If you want the time to resolution to be 5 days then you would enter 120h as the time goal.

Cheers,

Suzi

Lindsey Jensen

@Suzi Firth The criticality level was a missing piece for me in my testing. I think what we're going to do is set up a project for each customer and open a ticket that with their token. Then set up the project SLA time to resolution to correspond to when the token expires, and use automation to send an email a few days before the time to resolution requirement (aka token expiration). In the event a customer has more than one token, I can use the criticality levels to separate them and arbitrarily asign one low, medium, etc. Then use the same process as described. A bit of an "off label" use but it's a highly specific use case and I'm optimistic JSM can get the job done. Thank you for sharing all of this! I appreciate your time.

Suzi Firth

Glad I could help Lindsey

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