The Analysts can monitor the SLA of the Incident or Service Requests (SRs) assigned to them or to their Workgroup. The SLA lapsed time is displayed for the Incidents or SRs as a Colored Line. The color of the line indicates the percentage of SLA lapsed.
SLA Elapsed
Line Color
<75% Elapsed
Green
<100% Elapsed
Orange
100% Elapsed
Red
Figure: SLA Elapsed Line Color
Advantages
The Analysts do not need to open each and every Incident or SR to check the SLA.
Easier for the Analysts to prioritize the queue of Incident or SRs assigned to them and take appropriate action on time.
The chances of missing SLA is less as the SLA is clearly visible to the Analysts.
