SLAs, which define IT service desk service and standards, are woven into Tikit’s process, so that you can better monitor progress and deadlines in the midst of these events. They are present throughout the ticket lifecycle, so it’s not just a tool to stay on track—it’s also a yardstick to measure performance.
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In this article:
How to view SLA settings
To access and manager SLA Settings:
Open the Tikit web app at https://web.tikit.ai.
Once in the Tikit web app, select the settings gear in the header, then select SLA.
Hover over the labels or check out the following key section for more details.
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New SLA Add a new SLA.
Search Search for specific SLA by name.
Name SLA name. Select an SLA’s name to edit the SLA. See How to edit a SLA for more details.
How to add a new SLA
To add a new SLA:
In Settings > Service Level Management select + New SLA to open the Add New SLA form.
Enter a new SLA Name.
Tick Enabled checkbox to enable the SLA
Select a Ticket Status
Optionally, Set some Ticket Criteria
Set the threshold value for SLA Approaching Breach
Set the threshold value for SLA Breached
Select Save to add the tag.
How to edit an SLA
To edit an existing tag:
In Settings > SLA, select an SLA to open the edit form.
Update SLA Name.
Tick or Untick Enabled checkbox to enable or disable the SLA
Update Ticket Status
Optionally, update Ticket Criteria
Update the threshold value for SLA Approaching Breach
Update the threshold value for SLA Breached
Select Save to save your changes.
When prompted, click on Confirm button on the update confirmation dialog
How to enable or disable an SLA
To enable or disable an SLA:
In Settings > SLA, find the SLA to enable/disable then toggle on the toggle switch in the Actions column.
How to delete an SLA
To delete a tag:
In Settings > SLA, find the SLA to delete then select the trashcan in the Actions column.