SLA targets

From Sit

The different SLA targets that are set in the incidents page | update are as follows

• Initial response
  • The initial response should be set when the engineer starts working on the incident, or starts transporting him/herself towards the customer
• Problem definition
  • Problem definition can be set once the engineer has found out, what is wrong
• Action Plan
  • These can describe what needs to be done to fix the problem.
• Resolution/Reprioritisation
  • Reprioritisation : When you set this, you have the ability to change the priority, i.e. a server crash needs to be set to high or critical.
  • Resolution : Setting this is the finalizing words where the engineer writes how he/she fixed the problem.

See Also

• Adding an Incident
• Editing Incidents
• Updating Incidents
• Service Levels
• Incidents
• Incident Queues