HaloITSM

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Documentation to assist with the setup and configuration of the HaloITSM platform

Guides > SLAs and Priorities

SLAs and Priorities

Using your SLAs and priorities to maintain customer relationships is one of the most powerful parts of Halo.


When combined with the use of a dashboard and notifications the SLA or Service Level Agreement between you and a client or customer is a contract between yourselves of the timescales you agree to handle and complete tickets. These are critical to maintaining a positive relationship between yourselves and are configurable in many ways in Halo.


Setting up an SLA


Heading through to the Configuration and clicking on SLA presents you with 3 options, for now click the middle one "Service Level Agreements" and click new on this screen.



  1. Clicking new and filling the initial details such as name and the workdays to be used leads you to the settings on the details page.
  2. These determine the behaviour of any tickets with this new SLA
    • Respond-by is the time from an email from the end-user to the response from an agent
  3. The Priorities tab are the levels of seriousness associated with the SLA. These should be configured as per the severity levels of any associated problems/incidents.
  4. Click ⊕ to add a new priority and decide on the level, often a 1-5 scale is sufficient for most purposes.
  5. Decide on whether this priority uses working days or hours and how many of each and whether they start or end at the next or current working day respectively. The workdays associated with SLA's can be configured in the workdays module. The SLA will only be active during these specified days and hours.  
  6. For each priority you also have a resolution target
    • This is the time from the ticket being opened until final closure whilst not on hold or awaiting external inputSimilar to the response targets, these should be filled in as necessary depending on the severity associated with this priority, often these are the same for many levels of priorities
  7. Automatically extend the resolution target to the end of the working day: When checked, regardless of when the Resolution timer is reset, the target date/time will be set to the end of the current working day (or the next, should it be reset out of working hours). 
  8. Prompt for a reason to be entered if the resolution target is breached: If an SLA resolution target is breached on a ticket, you can add the checkbox option to require the agent to give a reason why the SLA resolution target was not met, this text box will pop up on the ticket after the SLA has been breached and the agent clicks back into the ticket.
  9. Delay starting SLA until the next working day after a particular time: You can delay an SLA after a certain time, your working hours may be 9am - 5pm but if a request comes in at 4pm, you might want to delay the SLA trigger until the following day. Note: the SLA will only be active during working hours.
  10. Override fix by date with Start Date when Start Date is set: When checked, the Start Date field (should it be present and populated) will be set as the Resolution target (a.k.a. Fix-By date) regardless of other options configured above. If the start date and target date are set, it will override to the target date.
  11. Override fix by date with Target Date when Target Date is set: When checked, the Target Date field (should it be present and populated) will be set as the Resolution target (a.k.a. Fix-By date) regardless of other options configured above. If the start date and target date are set, it will override to the target date.


Example Priority Setup


1 is the most serious and there is no limit to the number of levels for each SLA. Below 4 are set up and they vary form serious to no issue, this priority can be changed in any given ticket as it progresses to prioritise them as needed. 



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