SLA

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At-risk threshold (%)

Percentage of the SLA window after which the helpdesk warns and the ticket badge turns amber.

How it works

Percentage of the SLA window after which the helpdesk warning pass fires and the ticket badge turns amber. Invalid values fall back to 80.

When ON

Lower = earlier warnings.

When OFF

Not a switch — default 80.

Conversations

Not ready — SLA deadlines on conversations are not built yet.

How it works

Reserved for SLA deadlines on conversations. The subject is not built yet, so the switch is locked (not ready).

When ON

No effect.

When OFF

No effect.

Caveats

New tenants no longer get it switched on.

Count working hours only

Pause the clock outside working hours and on holidays, using the company work schedule.

How it works

Counts SLA time only inside the company work calendar when a deadline is calculated.

When ON

Deadlines skip nights, weekends and holidays of the work calendar.

When OFF

Deadlines run on wall-clock time, 24/7.

Screens, documents and reports affected

Helpdesk and Service Management ticket deadlines.

Caveats

Calculated on create or priority change only; toggling does not move deadlines already stamped.

Enable SLA engine

Master switch. When off, no new Helpdesk or Service Management ticket gets SLA deadlines.

How it works

Master switch of the shared SLA engine. Every subject reads it together with its own switch: helpdesk tickets need this AND ‘Helpdesk tickets’; Service Management tickets need this AND ‘Service Management tickets’ AND Service Management → ‘SLA Enforcement’.

When ON

Each app stamps deadlines when its own switch is on too.

When OFF

No new ticket gets SLA deadlines, in Helpdesk or Service Management, and the 15-minute helpdesk sweep stops (no warnings, escalation or breach log).

Screens, documents and reports affected

Helpdesk and Service Management tickets, helpdesk SLA sweep, SLA policy screen summary.

Caveats

Deadlines already stamped stay. The Service Management 15-minute escalation job still escalates tickets that already have a deadline.

Escalate on breach

Raise the record to the next tier automatically once a deadline is missed. Applies to Helpdesk tickets only — Service Management tickets use the escalation setting in Service Management.

How it works

Adds an escalation pass to the 15-minute helpdesk sweep: breached tickets are bumped one priority level.

When ON

Breached helpdesk tickets move up a priority.

When OFF

Breaches are only recorded.

Screens, documents and reports affected

Helpdesk tickets only.

Caveats

Deadlines are not recalculated when the priority is bumped. Service Management tickets use Service Management → ‘Auto-escalate on SLA Breach’.

Field Service jobs

Not ready — Field Service does not use the SLA engine yet.

How it works

Reserved for SLA on field jobs. Field Service does not call the SLA engine yet, so the switch is locked (not ready).

When ON

No effect.

When OFF

No effect.

Caveats

Field Service SLA breach agents follow Service Management → ‘SLA Enforcement’. New tenants no longer get it switched on.

Helpdesk SLA report

Allow the helpdesk SLA compliance API (no web screen uses it yet).

How it works

Gates the helpdesk SLA compliance API.

When ON

The compliance endpoint answers.

When OFF

The endpoint returns ‘feature disabled’.

Caveats

No web screen calls this endpoint today; the Service Management SLA report is separate and not affected.

Helpdesk tickets

Start recording deadlines on helpdesk tickets. Until this is on, the helpdesk SLA dashboard has no data to measure.

How it works

Lets the SLA engine write deadlines on helpdesk tickets (on create and on priority change) and turns on the 15-minute helpdesk SLA sweep.

When ON

New helpdesk tickets get response and resolution deadlines from the matching policy; the sweep records breaches and runs the warning/escalation passes you enabled.

When OFF

New helpdesk tickets get no deadlines and the sweep stops. Deadlines already stamped stay on the tickets.

Screens, documents and reports affected

Helpdesk tickets, helpdesk SLA dashboard data, breach log.

Caveats

Also needs the master ‘Enable SLA engine’ for stamping on create; the sweep itself does not check the master.

Inherit SLA from contract

Use the policy of the customer’s contract (helpdesk) or service catalog item before the company default. A Service Management contract with its own policy always applies.

How it works

Adds the customer’s contract/service package as a policy source before the company default when the engine picks a policy for a new ticket.

When ON

Helpdesk tickets use the policy of the customer’s contract; Service Management tickets also use the policy of the linked catalog item.

When OFF

Those sources are skipped and the priority match or company default is used.

Screens, documents and reports affected

New helpdesk and Service Management tickets.

Caveats

A Service Management ticket linked to a contract that has its own SLA policy always uses that policy, even with this off (negotiated SLA, by design). Existing tickets are not recalculated.

Notify on breach

Notify the assignee when a resolution deadline is missed (checked every 15 minutes). Helpdesk tickets only.

How it works

Notification step of the 15-minute helpdesk sweep for resolution breaches.

When ON

The assignee is notified when a helpdesk ticket misses its resolution deadline — together with the escalation notice when ‘Escalate on breach’ is on, otherwise on its own.

When OFF

No breach notifications; breaches are still recorded and escalated if enabled.

Screens, documents and reports affected

Helpdesk tickets only.

Caveats

The sweep runs every 15 minutes, so a notice can arrive up to about 15 minutes after the deadline. Turning it on notifies only breaches from the last 24 hours.

Pause while awaiting customer

Stop the clock while a record is waiting on the customer, and resume it on their reply. Applies to Helpdesk tickets only — Service Management tickets do not use this setting.

How it works

On helpdesk tickets, moving to ‘waiting’ starts a pause and leaving it adds the paused time; breach checks subtract the paused time.

When ON

Time spent waiting for the customer does not count toward the deadline.

When OFF

New waits do not pause the clock.

Screens, documents and reports affected

Helpdesk tickets only.

Caveats

A pause opened while on still ends normally when the ticket leaves ‘waiting’ after the switch is off. Service Management tickets ignore this switch.

Pick SLA by priority

Before the company default, use the active policy whose “Applies to priorities” covers the ticket’s priority. If several match, the one covering the fewest priorities wins.

How it works

When no contract policy applies, picks the active policy declared for the ticket’s priority before falling back to the company default.

When ON

A policy marked for a priority is chosen for tickets of that priority.

When OFF

Priority-marked policies are not auto-picked; the company default policy is used.

Screens, documents and reports affected

New and re-prioritised helpdesk and Service Management tickets.

Caveats

Only active policies are chosen. Pinned by verify:sla-policy-selection.

Service Management tickets

Track response and resolution deadlines on Service Management tickets (also needs Service Management → SLA Enforcement).

How it works

Subject switch for Service Management tickets. Read together with the master ‘Enable SLA engine’ and Service Management → ‘SLA Enforcement’ on create, import and priority change.

When ON

Service Management tickets get deadlines when the other two are on.

When OFF

New Service Management tickets get no SLA policy or deadlines.

Caveats

Deadlines already stamped stay.

Use per-priority times

Apply the exact hours set for each priority level in the policy, instead of deriving them from the base hours.

How it works

Lets one policy hold separate response/resolution targets per priority instead of one target for all.

When ON

Deadlines use the target of the ticket’s priority from the chosen policy.

When OFF

The policy’s single target applies to every priority; per-priority rows are ignored (the policy form warns).

Screens, documents and reports affected

Helpdesk and Service Management ticket deadlines, SLA policy form.

Caveats

Applies when a ticket is created or re-prioritised; existing deadlines are not recalculated.

Warn before breach

Notify the assignee when a deadline is near. Helpdesk tickets only — Service Management tickets do not use this setting.

How it works

Adds a warning pass to the 15-minute helpdesk sweep for tickets past the warning threshold.

When ON

The assignee is notified once per ticket when it passes the warning threshold.

When OFF

No before-deadline warnings.

Screens, documents and reports affected

Helpdesk tickets only.

Caveats

Independent of ‘Notify on breach’. Needs ‘Helpdesk tickets’ and the master switch on.