HaloITSM Guides

Introduction

Service Level Agreement (SLA) notifications are essential tools that help team members stay proactive in meeting response and resolution targets. This guide explains how these notifications work and how to configure them effectively.

Setting Up SLA Warning Notifications

Accessing the Configuration

Navigate to the Notification Configuration module by following this path: Configuration > Notifications

Creating Warning Triggers

Within the Notification Configuration module, you can establish when warnings should be triggered. The system supports two distinct warning levels:

1. First Warning: This serves as an initial alert that an SLA deadline is approaching
2. Second Warning: This provides a final alert before the SLA deadline

Notification Delivery Methods

When an SLA warning is triggered, the system can notify agents through three channels:

• Email notifications
• Pop-up alerts within the system
• Send a mobile push notification (Halo iOS/Android App)

Agents must be subscribed to receive these notifications. This subscription-based approach ensures that only relevant team members receive the alerts.

Configuring Warning Thresholds

Accessing Warning Settings

To configure when warnings should be issued, navigate to: Configuration > Service Level Agreements > General Settings

Setting Warning Thresholds

You can configure warning thresholds using two different methods:

1. Percentage-based warnings:
   • Set warnings to trigger when a certain percentage of the response or resolution time remains
   • Example: A warning at 75% means it triggers when 75% of the available time has elapsed
2. Time-based warnings:
   • Set warnings to trigger a specific number of hours before the deadline
   • Example: A warning 4 hours before the resolution deadline

Best Practices for Warning Configuration

• Consider your team's typical response patterns when setting warning thresholds
• Ensure enough time between warnings for agents to take action
• Account for different time zones if your team operates globally
• Test notification settings with a small group before rolling out widely