What is SLA Monitoring?
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.
How to Monitor SLA?
An Analyst can view the list of Incident and SRs assigned to them or their Workgroup on the ANALYST DASHBOARD page, (see: Analyst Dashboard IM) or MY WORKGROUP INCIDENTS page (see: Viewing and Updating My Workgroup Incidents).
Figure: Analyst Dashboard