SLA Workdays
In this guide we will cover: – What are workdays/work hours used for? – Creating Workdays – Assigning workdays to SLAs – Time zones for SLA workdays Associated Admin Guides/ Guides: Admin Guide: Workdays Admin Guide: Service Level Agreements What are workdays/work hours used for? Workdays/work hours in Halo are used for service level agreement […]
SLA Overrides
SLA's can be used in Halo to track the contractual agreement between the client and company for response and resolution times of service desk tickets. To visualise the hierarchy of this, the below bulleted list gives the outline of where an SLA Override is set. To begin this explanation, it is important to understand the […]
Service Level Agreements (SLAs)
In this guide we will cover: – Override SLA at Ticket Type Level – SLA Hold Reminders – Workdays Module – SLA Module – SLA Auto-Release Option – Approval Processes – Follow-Up Date Column Admin guides: SLA General Settings Service Level Agreements Workdays Tickets General Settings SLA Notifications Overview SLAs in Halo track initial response […]
Service/Application Availability Management
In this guide we will cover: – What is Service availability tracking? – How to set up service availability tracking – Be notified if a service is down – Reviewing downtime What is Service availability tracking? Service and application availability tracking in Halo allows you to track the amount of uptime and downtime that has […]
Operational-Level Agreements (OLAs) on Workflows
In this guide we will cover: – Example Workflow – Configuring One Yourself – Reporting on OLAs Related Guides: Modifying and Adding Workflows Operational-Level Agreements are, at their very base, target times for certain parts of a Workflow, whether that be the Stages or individual Steps. The main configuration for these will be on a […]
Advanced SLA Settings
In this guide we will cover: – Preventing the Priority of a Ticket Being Edited – Extending/Delaying Response and Resolution Targets – Justifying a Breached Target – Override SLA Targets with Ticket Fields (Ad-hoc SLA) – Re-setting the Respond by Target after an Event Associated Guides: Service Level Agreements SLA Workdays Admin Guides: Service Level […]
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 […]
