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.
AssetSonar lets you scope SLA policies using conditions so that they are applied automatically to matching tickets. You can also manually apply an SLA policy when creating a ticket, through a service catalog form, or through a ticket template when you need a specific policy to take precedence.
How to Set It Up
- Access the Builder: Navigate to the Service Levels list view from Setup → SLA Policies and click the + New Service Level button.
- Step 1: The Basics: Enter a mandatory SLA Name, apply a working Calendar and an optional Description, and ensure the Active toggle is switched on.
- Step 2: Select Conditions: Build the criteria that determine when this SLA applies by adding specific conditions, operators, and fields.
- Step 3: Add Targets: Define your target SLA metrics by setting the Time to Own and Time to Resolve. You can set both targets simultaneously.
- Step 4: Add Actions & Escalations: You may also set escalation levels and the relevant actions taken in case of escalations.
- Save the Policy: Review your settings and save the policy.
Manually Apply an SLA Policy
In addition to automatically applying SLA policies based on their configured conditions, AssetSonar lets you manually select an SLA policy for specific tickets.
Apply an SLA When Creating a Ticket
While creating a ticket, select the required policy from the SLA dropdown.
When you manually select an SLA policy:
- AssetSonar uses the policy’s configured Time to Own and Time to Resolve targets.
- The manually selected SLA takes precedence over SLA assignment through business rules.
This allows you to apply a specific SLA when the ticket requires different service targets than those that would normally be selected through automated conditions.
Apply an SLA to a Service Catalog Form
You can also associate an SLA policy directly with a service catalog form.
Open the relevant form in the Form Builder and select the SLA policy from the SLA dropdown under Form Properties.
Tickets created through that form will use the SLA policy attached to the form. A manually attached policy takes precedence over automatic SLA assignment and business rules.
Apply an SLA Through a Ticket Template
Ticket templates can also have an SLA policy attached to them.
When configuring a template, select the required policy from the SLA dropdown. Tickets using that template can then use the SLA policy associated with it.
Manually Apply OLA Policies
AssetSonar also supports manual application of Operational Level Agreement (OLA) policies.
The manual application works similarly to SLA selection. You can select an OLA policy when:
- Creating a ticket.
- Configuring a ticket template.
The available OLA policies appear in the corresponding OLA field so you can attach the required policy directly to the ticket or template.
Next Steps
Create an SLA policy with suitable Time to Own and Time to Resolve targets and test both application methods:
- Submit a ticket that matches the SLA’s conditions to verify that the policy is applied automatically.
- Create another ticket and manually select an SLA policy to verify that the selected policy and its targets are applied regardless of its configured conditions.
