Why It Matters
Service Level Agreement (SLA) policies define what must happen and by when, such as the maximum allowed time for a first response or full resolution. By acting as the primary clock for your helpdesk, these policies establish a clear baseline of service for your end-users.
How to Set It Up
- Access the Builder: Navigate to Setup → Service Level Agreements and click the ➕ New Policy Based SLA button.
- Step 1: Enter the Basics: Add a mandatory SLA Name, select a working Calendar, enter an optional Description, and turn on the Active toggle.
- Step 2: Select Conditions: Build the conditions that determine when the SLA applies. Priority is no longer configured as an SLA condition; priority-specific timing is configured under Targets.
- Step 3: Add Priority-Based Targets: Configure Time to Own and Time to Resolve independently. Use the All priorities row as the global target. When you add rows for specific priorities, All priorities becomes the fallback for any priority without an explicit target. If you remove the fallback, unmatched priorities receive no target for that metric.
- Step 4: Add Actions and Escalations: Configure the escalation levels and actions required when a ticket approaches or breaches its target.
- Save the Policy: Review your settings and save the policy.
Existing SLAs without priority-specific rows continue to use their single global target. Tickets without a selected priority default to Medium. If a ticket’s priority changes before a breach, AssetSonar recalculates its target from the original SLA start time. Changing the priority after a breach does not change the target. Business hours, pauses, and stop conditions continue to work as configured.
Next Steps
Create an All priorities Time to Resolve target, add a shorter target for High-priority tickets, and submit test tickets at Medium and High priority to confirm that the correct targets are applied.
