what does Completed SLA means

[Nitin_NOW]

Hello

We have report on Email SLA which we run every month to get the data. Everytime we run it just gives us the data of Achieved and Breached SLA's. I just ran the report this month and i see the report shows me the In progress and completed SLA's instead of Achieved and Breached. What does Completed SLA means ? Is it something the state changes to completed upon the resolution of ticket ? We recently moved to helsinki Patch 5 and is this something got introduced with helsinki ?

Regards

[Nitin_NOW]

It worked for me this time. I appreciate your explanation and understood it totally. Thanks for your time and valuable input. You are Awesome:)

[Nitin_NOW]

Hello Bell

do you mind giving an update on the below one i asked?

Regards

[Nitin_NOW]

Yes please. Please find it below

Regards

[cherylmansa]

I found this on the wiwi.

3 Example  

This example demonstrates how to create a service level agreement to ensure that critical incidents logged in Paris are handled within 1 business day. This example uses the demo data within the system.

3.1 Setting Up the SLA  

To define the SLA:

1. Navigate to Service Level Management > SLA Definitions.
2. Click New.
3. Select Contract SLA as the SLA type.

   This type does not require a service offering with service commitments. The system completes these fields automatically:

   • Type: The type is SLA. Although the type does not change the behavior of the SLA, it does help distinguish between agreements with customers, vendors, and internal departments.
   • Table: Incident [incident] is the default table.
   • Workflow: The system selects the Default SLA Workflow. To learn how to create a custom workflow for SLAs, see Creating a Service Level Management Workflow.
   • Duration type: The default type is User specified duration.
   • Timezone: The system enters the local timezone.
4. Enter Priority 1 Incident (Paris) as the Name of this SLA.
5. Select a Duration of 1 day.
6. In the Schedule field, select 8-5 weekdays.

   This runs the timer between the hours of 8 am and 5 pm on weekdays.

7. Select Microsoft as the vendor for this contract.

   The Vendor field is added when vendor ticketing is active (starting with the Dublin release).

8. Create these conditions:
   • Start condition: [Location] [is] [Paris], [Priority] [is] [1 - Critical] AND [Active] [is] [True]. The SLA attaches to active Priority 1 incidents in Paris.
   • Stop condition: [Active] [is] [False]. When a user closes or resolves the incident, the SLA stops tracking time.
   • Pause condition: [State] [is one of] [Awaiting Problem, Awaiting User Info, Awaiting Evidence]. This avoids tracking time while the service desk is waiting for outside events.
9. Click Submit.

   The completed form looks like this:

   
   

   

   
   

   Whenever an incident in Paris is listed as being priority 1, the system launches the following workflow. This workflow pauses if the incident is awaiting user information or evidence, and completes if the incident becomes inactive.

   
   

   

3.2 Testing the Service Level Agreement  

1. Navigate to Incident > Create New.
2. Complete the form, making sure to select the following values:
   • Set the Impact and Urgency to 1 - High. These settings change the Priority to 1 - Critical.
   • Select Paris as the Location.

   The other data in the form is not used in this test.

3. Click Submit.

   
   

   

   
   

4. Select the Task SLAs related list.

   When you submit the incident, the system starts the Priority 1 Incident (Paris) SLA and the Priority 1 resolution (8 hour), which is included with SLA demonstration data. This SLA tracks progress for priority 1 incidents with a 1 day duration.

   
   

   

   
   

5. Click the reference icon for the Priority 1 Incident (Paris) SLA to display information about this instance of the task SLA.

   
   

   

   
   

   See Service Level Agreements for more details about the task SLA.

6. Under Related Links, click Show Workflow to display the workflow for this SLA.

   
   

   

   I hope that helps you out! You can check out /www.synq.cloud as well! You may find some answers to your SLA question there.

   Cheryl