Priority

Priorities are way to track SLAs based on fix time targets.

Setup default Priorities and their target periods here. Most scenarios can do with up to 5 Priority definitions. Refer figure below:

Target Period

Organisation may define service levels for fixing various IT issues depending on their internal processes. Define a target fix time here. These fix times are used to calculate Due Date/Time within which the ticket is either fixed or, if overshoots, gets marked as Breached.

This value is auto populated in the next section to calculate the overall period within which escalations happen.

Priority Escalation Rules

Define what you would like to do when Priorities defined above have a Due Time defined as well.

Define things like colours and settings to shoot emails, or SMS messages. (A subscription or gateway is needed if using SMS alerts)

An SMS alert can be useful for situations where your email gateway may be inaccessible and alerts via email may be interrupted.

Define values in percent and the system calculates the minutes from the time the ticket is created.

Note, this does not impact over all time period a ticket spends in paused condition.

To understand this a bit more, say, in the example above, a ticket was paused at 44 minutes. 1 minute is then left for the ticket to hit its 25% escalation mark. The ticket could then spend hours in paused state, but whenever it exits its pause condition, it would hit the 25% mark 1 minute later.

Edit email notification

Refer figure below and define mail formats as required in the popup box. To disable notification, edit row and disable the checkbox next to the row.

This is what the email's subject line would look like:

Impact

Urgency

I-U-P Relationship Matrix

This is the final peice in SLA management.

Within the Idesk system, wherever an SLA needs to be managed, the Priority defined aboved is usually not used directly. Instead an Impact and Urgency combination is offered and the SLA applicable is returned.

Most setups will use something like the following matrix to define the relationships between Impact, Urgency and SLA called Priority in these documents.

This is a system wide definition to assign priorities where Impact and Urgency has been established for a ticket. Once assigned, the Priority is picked up from this table and assigned to the ticket. The value fetched from the Priority table is used to calculate due date/time for the ticket.

At the same time, from the Priority table and Escalations tables above, timers are enabled triggering actions as needed.