SLA-plans

This feature allows the administrator to create a certain theme tickets that have a clear temporal criteria. Each SLA-plan has the criteria:

  1. Allowable response time to a request for low, medium and high priorities
  2. The time allowed to work with the application at low, medium and high priority
  3. The deadline for ticket performance at low, medium and high priority

Each parameter sets the time on the number of:

  • Days
  • Hours
  • Minutes
  • Seconds

SLA-plans may be included in the form creation ticket.



Allowable response time to ticket - describes the time during which the user of the system must respond to the ticket, namely to block it (take a job). Since the establishment of the ticket to the time of the first block of the ticket and a response time for a request.


The time allowed to work with the ticket - describes the time during which the user is working with the ticket, the status is blocked. This time is summed for all users who are working with the application. Sum the intervals of time-out ticket to unlock the time of the time-out before the time, the time of action as a mark of not doing the ticket for time release or execution.


The deadline for implementation of ticket - describes the time, the deadline to which the user has to perform a request. This time is considered from the inception of the ticket until its execution.