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 default behaviour of SLA's and how this affects the visibility of fields within Halo. Navigating to Configuration > Service Level Agreements > General Settings, there is the option to set a default SLA and a default site SLA which will apply to all new sites created:
Fig 1. SLA Override Global Setting
Fig 2. The Default SLA for New Sites
When this single select field shown in Figure 1 is set to Chosen based on Site or Ticket Type, there will be the option to populate a Service Level Agreement at site or ticket type level. When a default is set in SLA General Settings (as shown in Fig 1) then the SLA fields will not show at ticket type and site level, as displayed in Figure 3 and 4:
Fig 3. Default SLA Set at Ticket Type Level
Fig 4. Default SLA Setting on Site (Found in the Details Tab, which may be pinned to the right of the screen)
If the Default Has Not Been Set at SLA General Settings Level, then the following hierarchy will apply, this will check if there is an SLA set against the asset first then contract, and so on.
Hierarchy based on where the system will check first:
- Asset
- Agreement
- Ticket rules will supersede all of the above (assets and agreements), as the rule will only trigger after ticket creation. If this setting in tickets general is enabled "Check rules after the Ticket has been submitted instead of on the New Ticket screen" then the rule will supersede the contract and asset level SLA.
- If ticket new screen SLA set, then override everything below
- Global (uses ticket type or site if that single select is used)
- Ticket type
- Site
