Set the targets
- Open Settings, Work types, Service levels.
- Enter first-response and resolution targets for each priority, such as "30m", "4h" or "3d".
- Optionally set different targets for a work type, such as incidents or access requests.
How the clocks run
- Targets are fixed when a ticket is raised, and again if its priority or type changes.
- Response is met when someone moves it out of To Do, or comments when they did not raise it.
- Resolution is met when it is completed. On Hold stops the resolution clock and the time is added back.
- Cancelled work counts neither way.
Watch and report
- Operations shows a live SLA column, with filters for at risk and breached.
- Each ticket shows both clocks.
- Operations analytics shows compliance over time.
Service levels are part of the Business plan.