Using Service Level Agreements - Autotask

Autotask PSA uses service level agreements (SLAs) to define standards for providing service delivery to customers. TopLeft displays SLA events on Kanban cards to help identify tickets that need attention so you can meet the agreements you've made with customers.

SLAs are only applied to Autotask tickets.

This article does not cover using or configuring SLAs in Autotask PSA. If you are not familiar with Autotask SLAs you should start by reading Introduction to Service Level Management.

 

SLA Events

SLA events are used to track a ticket's progress as work on the ticket is completed. Autotask PSA has four SLA events:

  • First Response

  • Resolution Plan

  • Waiting Customer

  • Resolved

SLA events are mapped to ticket statuses. When a ticket's status is changed, the associated SLA event is updated with the time the event took place. If ticket status is mapped to the Waiting Customer event, the SLA clock is paused. The SLA clock is started again when ticket moves to another status.

 

Filtering Tickets by SLA Event Due Dates

You can filter tickets on a board by when their SLA events are due. For instructions on editing a board, see Adding and Editing Autotask TopLeft Kanban Boards.

  • SLA event due -  Only show tickets whose next SLA event due date is less than the provided value. This includes tickets that have missed an SLA event due date. Enter the time followed by the indicator of the time unit- m, h, d, or w, for minutes, hours, days, or weeks respectively. For example, to show only tickets with an SLA event due in the next two hours, you could enter "2h" or "120m".

    The SLA event due threshold is applied based on the current time of day, without considering the ticket's SLA working hours. For example, suppose a ticket's SLA due time is 9:00 AM and working hours are 8:30 AM to 5 PM. If the due filter was 60 minutes, the ticket would meet the threshold at 8 AM, not at 4:30 PM the previous day.

 

Showing SLA Event Times and Warnings on Cards

A ticket's SLA events can be shown on a Kanban card. Tickets display the SLA event that is nearest to being due. For instance, if the First Response event has not been completed and the event hasn't been missed yet, the card will show the amount of time until the First Response event is due.

This behaviour applies to all the other SLA events on a ticket. When an SLA event has not been completed before its due date, the SLA field will have a red label applied to show that the SLA event has been missed.

Tickets whose SLA event due date is within a certain period of time can be highlighted with a warning label. This can make it clear which tickets are at risk of missing an SLA event.

Ticket SLA events are displayed in the following ways:

  1. As plain data:

  2. As a warning:

  3. As a failure:

To show SLA event dates and warnings, go to the board edit page and find the section for defining columns. Set these two fields:

  • SLA time - Select this to show a ticket's next SLA event due date on the card
  • SLA warning - Set the time for when the field on the card will become orange, showing that the expiry time is approaching. Regardless of the value in this field, the ticket's SLA time field is always shown in red when the time is in the past.

 

Further Reading

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