[ITSM | How-to] Tracking SLA Statuses on Tickets in AssetSonar

Why It Matters

Giving agents clear, highly visible countdown timers directly on the ticket interface helps them prioritize their queue and see exactly how much time they have left to fix an issue before it breaches.

How It Works

• SLA Column in Listing: When viewing your ticket list, a dedicated SLA Status column displays the exact time remaining, such as “⏳ 1h 12m Remaining,” as long as the SLA isn’t breached.
• Hover Details: Hovering your mouse over this status reveals exactly which target the timer is tracking, displaying details like “Time to Own: 18m remaining” or “Time to Resolve: 3h 12m remaining”.
• Visual Breach Alerts: When a ticket misses its deadline, the status explicitly updates to Breached. The timer will turn red and immediately display the exact time that has passed since the breach occurred. Hovering over a breached status will show specific metrics, such as “Time to Resolve: 3h 12m Passed”.
• Ticket Detail View: Opening the ticket reveals a detailed panel displaying the ticket’s priority, assignee, and the exact date and time the first response and final resolution are due.

Next Steps

Navigate to your ticket listing view and hover over the SLA Status column of an active ticket to view the specific “Time to Own” and “Time to Resolve” countdowns.