SLA Configuration

​

Understanding SLAs

• Response Time: Maximum time to provide the first response to a customer
• Resolution Time: Maximum time to resolve the ticket
• Working Hours: Schedule defining when SLA timers are active
• Priorities: Different time commitments for each priority level
• Assignment Conditions: Rules determining which tickets the SLA applies to

​

SLA Components

​

Basic Configuration

• Service Level Name: Unique identifier for the SLA
• Description: Brief explanation of the SLA purpose
• Enabled: Toggle to activate/deactivate the SLA
• Default SLA: Mark as the default for tickets that don’t match other SLAs

​

Validity Period

• Start Date: When the SLA becomes active
• End Date: When the SLA expires (optional)

​

Priority Settings

• Default Priority: Priority assigned to tickets when created
• Priorities Table: Response and resolution times for each priority level

​

Status Configuration

• Default Ticket Status: Status set when tickets are created with this SLA
• Ticket Reopen Status: Status set when customers reply to resolved tickets
• Apply SLA for Resolution Time: Enable/disable resolution time tracking

​

Creating an SLA

​

Assignment Conditions

​

Default SLA

• Only one SLA can be the default
• Default SLA has no conditions
• Acts as a fallback for all unmatched tickets

​

Conditional SLAs

doc.ticket_type == 'Bug' and doc.priority == 'High'

[["ticket_type", "==", "Bug"], ["priority", "==", "High"]]

​

Example Conditions

# Enterprise customers get priority SLA
doc.customer == 'Enterprise Corp'

# Critical bugs get fast response
doc.ticket_type == 'Bug' and doc.priority == 'Urgent'

# VIP support for specific agent group
doc.agent_group == 'VIP Support Team'

​

Working Hours Configuration

​

Adding Working Hours

​

Working Hours Behavior

• Timer Pause: SLA timers stop outside working hours
• Ticket Creation: If created outside hours, timer starts at next working hour
• Status Changes: Timer behavior depends on status category:
  • Paused status: Timer stops
  • Open status: Timer runs during working hours
  • Resolved status: Timer stops permanently

​

Priority and Response Times

​

Priority Configuration

• Priority: Link to HD Ticket Priority doctype
• Response Time: Hours/minutes for first response
• Resolution Time: Hours/minutes for full resolution

​

Time Calculations

1. Ticket Creation Time: Starting point for SLA timer
2. Working Hours: Only counts time during support hours
3. Priority Level: Determines response and resolution targets
4. Holidays: Excluded from calculations
5. Status Changes: Paused or resolved status stops timers

​

SLA Fields on Tickets

• sla: Reference to the assigned SLA
• response_by: Deadline for first response
• resolution_by: Deadline for resolution
• agreement_status: Current SLA status (On Track, Failed, etc.)
• on_hold_since: When ticket was paused
• total_hold_time: Cumulative time in paused status
• raised_outside_working_hours: Flag for after-hours tickets
• service_level_agreement_creation: Timestamp when SLA was assigned

​

SLA Status and Monitoring

​

Agreement Status

• On Track: Within SLA targets
• First Response Due: Approaching first response deadline
• Resolution Due: Approaching resolution deadline
• Failed: Missed SLA target
• Paused: Timer stopped (paused status)
• Fulfilled: Successfully met SLA (resolved within targets)

​

Visual Indicators

• Color-coded status badges
• Time remaining until SLA breach
• Warning when approaching deadlines
• Failed SLA indicators

​

Reporting

• SLA compliance rates
• Average response and resolution times
• Tickets breaching SLA
• Performance by priority level

​

Response Time Tracking

​

First Response Time

• first_responded_on: Timestamp of first agent response (see hd_ticket.py:298-314)
• Set when ticket moves to “Paused” or “Resolved” category
• Used to calculate if response SLA was met

​

Response Metrics

• first_response_time: Duration from creation to first response
• avg_response_time: Mean time for all agent responses
• last_agent_response: Most recent agent communication
• last_customer_response: Most recent customer communication

​

Resolution Time Tracking

​

Resolution Configuration

• Apply SLA for Resolution Time: Enable/disable resolution tracking (field: apply_sla_for_resolution)
• If disabled, only response time is tracked
• If enabled, both response and resolution times count toward SLA

​

Resolution Fields

• resolution_details: Description of how ticket was resolved
• resolution_date: Date ticket was resolved
• resolution_time: Exact timestamp of resolution
• user_resolution_time: Time to resolve from customer perspective

​

Status and SLA Interaction

​

Status Categories

• SLA timer runs during working hours
• Counts toward response and resolution time

• SLA timer stops
• Does not count toward SLA
• Use for “Waiting on Customer” or “On Hold” statuses

• SLA timer stops permanently
• Resolution time is recorded
• Agreement status is finalized

​

Ticket Reopen

1. Status changes to the SLA’s “Ticket Reopen Status” (or global setting)
2. SLA timer restarts
3. New response deadline is calculated
4. Previous resolution time is preserved

​

Best Practices

​

SLA Design

1. Start Conservative: Set achievable targets initially
2. Measure First: Review current performance before setting SLAs
3. Match Business Hours: Align working hours with actual support availability
4. Differentiate Priorities: Ensure meaningful differences between priority levels
5. Plan for Growth: Build in buffer for increasing ticket volume

​

Working Hours

1. Be Realistic: Don’t overcommit to hours you can’t support
2. Include Breaks: Account for lunch breaks in shift definitions
3. Handle Holidays: Maintain an accurate holiday calendar
4. Review Regularly: Update working hours for seasonal changes
5. Consider Time Zones: For global teams, define hours clearly per region

​

Priority Levels

1. Limit Priorities: 3-5 priority levels are usually sufficient
2. Clear Definitions: Document what qualifies for each priority
3. Train Team: Ensure agents understand priority assignment criteria
4. Monitor Usage: Check that priorities are distributed appropriately
5. Adjust as Needed: Refine response times based on actual performance

​

Monitoring and Improvement

1. Track Compliance: Regularly review SLA achievement rates
2. Identify Bottlenecks: Find common causes of SLA failures
3. Adjust Targets: Update SLAs based on team capacity
4. Customer Communication: Inform customers of SLA commitments
5. Team Training: Help agents understand SLA importance

​

Troubleshooting

​

SLA Not Assigned

1. Verify at least one SLA is enabled
2. Check that conditions match ticket properties
3. Ensure a default SLA is configured
4. Review SLA priority assignment logic

​

Incorrect Times

1. Verify working hours are configured correctly
2. Check holiday list is up to date
3. Ensure server timezone is correct
4. Review priority time configurations

​

Timer Not Pausing

1. Verify ticket status category is “Paused”
2. Check status configuration in HD Ticket Status
3. Review custom status mappings

​

Related Resources

• Ticket Management
• Assignment Automation