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Ticket Priority and SLA

SLA & Priority in Ticket Management System​

The SLA (Service Level Agreement) and Priority settings play a crucial role in managing tickets efficiently within a ticket management system. These settings define how quickly a ticket should be responded to and resolved based on its urgency and impact.

1. SLA (Service Level Agreement)​

An SLA is a predefined set of rules that dictate response and resolution times for different ticket types. It ensures that service requests are handled within a committed timeframe.

Key SLA Components:​

  • Response Time: The maximum time allowed for the first response.
  • Resolution Time: The total time allowed to resolve the issue.
  • Breach Alerts: Notifications triggered if an SLA is at risk of being breached.
  • Escalation Rules: Actions taken if a ticket exceeds the SLA limit.

2. Priority in Ticketing System​

The Priority level determines how quickly a ticket should be addressed. It is typically based on Impact (business disruption) and Urgency (time sensitivity).

SLA Management Interface