SLA and due times

An SLA in RANCAQ is a deadline for two things: the first response and the resolution. This page explains how to read it from the agent's side; the settings live in SLA policies and work calendars.

Which tickets have an SLA

• Incidents use the SLA policy marked Default for new incidents. Without a default policy, new incidents have no SLA target.
• Service requests only have an SLA when submitted through a catalog item that is mapped to an SLA policy. Its SLA starts when the request is submitted, including while it waits for approval. Requests created with New ticket in the queue have no SLA.
• Targets are taken per priority. If the policy has no target for the ticket's priority, that metric is not tracked.

Two targets

Business hours and holidays

Targets are written in business-hour minutes. Time only runs within the working hours of the calendar used by the policy, and does not run on holidays in that calendar. If the ticket's site has its own work calendar, that site calendar is used.

Example: working hours Monday to Friday 08:00–17:00 and a resolution target of 240 minutes. An incident that arrives on Friday at 16:00 uses 60 minutes on Friday, then the remaining 180 minutes on Monday, so it is due Monday at 11:00. If that Monday is a holiday in the calendar, the due time moves to Tuesday.

The policy and the calendar are pinned to the version in effect when the SLA starts. Later changes to the policy or calendar do not change tickets already running.

Pausing while pending

When you move a ticket to Pending, the resolution SLA is paused only if the pending reason you chose is ticked in the policy as a pausing reason. Other reasons keep the clock running. The first-response SLA is never paused.

While paused, the SLA shows Paused — deadline recalculated once resumed. When the ticket leaves Pending, the clock runs again and the due time is recalculated from the remaining target.

Other changes that affect the SLA

• Priority changes: the target is recalculated using the new priority's target from the same policy. Time used is not reset, and breaches that already happened do not disappear.
• Priority changes to one without a target (e.g. P4 left blank in the policy): the target is Suspended, not ended. If the priority later changes back to one with a target, the target is reactivated with the same time used, not from zero. Time without a target still counts; only Pending with a reason the policy pauses stops the clock. If the time used already exceeds the new target, the target is recorded as breached right away. Suspension and reactivation appear in SLA history.
• The ticket is reopened from Resolved: the resolution SLA runs again, continuing from the time already used.
• Rejected or Cancelled: both SLAs stop and read Not applicable.
• Closed: does not change the SLA; the outcome was settled when the ticket was resolved.

At risk and breached

The server checks running SLAs periodically.

• At risk: the time used has reached the policy's at-risk threshold, for example 80% of the target, but the due time has not passed.
• Breached: the due time has passed. An SLA that finishes after its due time stays recorded as Breached, not Met.

If the tenant uses an email channel, the responsible team can receive SLA approaching deadline and SLA breached emails. The first category is off by default; admins set it in Email channel.

Where the SLA shows

SLA column in the queue

The SLA column shows the worst state of the ticket's two metrics:

• SLA breached
• SLA at risk with the time left, for example SLA at risk · 2 hr left
• only the time left when the SLA is running normally, for example 5 hr left
• Paused, Met, Suspended, or Cancelled for other states
• a — when the ticket has no SLA

Hover over the cell to see the metric and its full due time. The column can be sorted, and the SLA filter narrows to SLA at risk or SLA breached, see Ticket queue.

SLA card on the ticket detail

The SLA card in the side column only shows when the ticket has an SLA. For each metric, First response then Resolution, the card shows:

• the state: Running, At risk, Paused, Met, Breached, Suspended, or Cancelled
• the due time, for example Due followed by the date and time, or the completion time once met
• while the SLA is running or paused: a progress bar and the time used against the target, in business hours

Hover over the metric name to see the policy and calendar versions in use.