SLA policies & reporting
SLA policies set response and resolution deadlines by priority; tickets inherit the deadline for their priority automatically, and the SLA report shows compliance so managers can catch and escalate at-risk work before a commitment is breached.
Define a policy
Go to Service Management → SLA Policies → New Policy and set response/resolution targets per priority level.
Apply it to tickets
Tickets inherit the deadline for their priority and display time remaining against it throughout the ticket’s lifecycle.
Monitor the SLA Report
Open Service Management → SLA Report to see met, at-risk, and breached items, and escalate before deadlines slip.