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What are the trigger points that are used for the TTR SLA in ServiceDesk?

Hello.  Having a hard time finding the detail/spec here.  What I'm after is the specific criteria SD TTR report uses when calculating the Average % of tickets meeting (or not meeting) an SLA.  Simply speaking:  when does SD SLA clock start (start trigger), and when does the clock stop (stop trigger)?

Thanks in advance!


1 answer

0 votes
Ismael Jimoh Community Leader Jan 12, 2020

This is based on your SLA configuration.

  1. Go to Project Setting > SLA page
  2. Select the relevant SLA 
  3. Check what is listed under start (status, event)
  4. What is listed under stop (status, event)
  5. What calendar is tied to the SLA

Step 3 and 4 are similar because your SLA can be triggered by a transition into a specific status or a specific event occurring (for example I can say stop SLA when resolution is set)

Now add to this the calendar, with a 9-5 calendar if a ticket is created outside working hours of selected calendar then the SLA will only start at the next working hour, SLAs should only count within working hours.

Let me know if this answers your question.

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