SLAs - Collabase

An SLA policy runs one clock per ticket. The clock counts working time only, so a request that arrives on Friday evening does not use up its target over the weekend. You manage policies in Project settings → Service → SLAs. You need the project settings right of the service project.

A policy

A policy has a name, three lists of conditions and its goals.

Part	What it does
Start	The clock starts when one of these happens
Pause while	The clock stands still as long as one of these is true
Stop	The clock stops when one of these happens: the goal is met, or missed if time ran out first
Goals	The target time, by ticket filter

A policy needs at least one start and one stop condition. Collabase does not save it without.

Conditions

Condition	Use in	Meaning
Ticket is created	Start, Stop	The ticket exists
Status is entered, Status is left	Start, Stop	A named status
Status category is entered	Start, Stop	To do, In progress, Done or Closed
Agent replied to the customer	Start, Stop	A public reply from a colleague
Customer replied	Start, Stop	A reply from the customer
Ticket is assigned	Start, Stop	An assignee is set
Ticket is in status, Ticket is in category	Pause while	The ticket currently sits there, for example “Waiting for customer”

Goals

A goal has a filter, a duration in minutes and a work calendar. The goals are read from the top, and the first goal whose filter matches the ticket applies. A goal without a filter matches every ticket, so put it last. A ticket that matches no goal gets no clock. The filter uses the same query language as the queues, for example priority = highest. Collabase checks it when you save and shows an error when it does not compile.

Templates

When you create a policy you can start from a template and change what you need:

First response (named “Erste Antwort” in the Service Desk template) starts when the ticket is created and stops at the first reply from an agent. It comes with goals by priority.
Resolution starts when the ticket is created and stops when it reaches the Done category.

The templates use the first work calendar of the list. Adjust the durations and calendars to your contract.

Work calendars

A work calendar holds the working hours per weekday, a time zone and a holiday scheme. Calendars belong to the installation, not to one project, and a project can use several. The calendar 24/7 always exists. A calendar that a goal uses cannot be deleted. You manage calendars in the same tab, below the policies.

Changing and deleting

A change of conditions or goals raises the version of the policy. Deleting a policy takes it out of the list and the evaluation; results that were reached stay in the history. Every change is written to the audit log with the goals’ durations and calendars, but without the text of the filters.

​A policy

​Conditions

​Goals

​Templates

​Work calendars

​Changing and deleting