Incidents, problems and changes · Autessa IT Desk
SLA management
Autessa IT Desk includes SLA management: SLA definitions decide which tickets get a response or resolution target, when the clock starts, pauses and stops, and whether it counts 24x7 or business hours in a time zone with holidays. Every matching ticket gets a running task SLA that warns at 75% and records a breach, with timers shown at the top of the record.
The problem
Promises nobody can see until they are broken
An SLA only helps if the clock is visible while there is still time. Spreadsheet SLAs are measured after the fact. IT Desk runs the clocks on every ticket, pauses them when you are waiting on the caller, and tells the owner before the target is missed.
What you get
- SLA definitions apply to any record type, such as incidents or requested items, with a condition set that picks the tickets (for example, priority is 1).
- Start, pause and stop conditions are built with the same condition builder as lists: response stops once work starts, resolution pauses On Hold or Resolved and stops on Closed or Canceled.
- Schedules count 24x7 or business hours, with working days, hours or split windows, holidays and a time zone.
- Each task SLA tracks elapsed time, business time, paused time, percent used and the breach time if it keeps running.
- A warning is recorded once at the warn percent (75% by default) and a breach is recorded once, and the owner can be emailed for each.
- The clocks advance every 15 minutes and keep each ticket's SLA due date and made-SLA result current.
- Starter SLAs: P1 1 hour response and 4 hours resolution, P2 4 hours and 1 day, P3 1 day and 3 days, P4 2 days and 5 days, plus requested item fulfillment in 3 business days.
How it works
How does sla management work in Autessa IT Desk?
Define the target
In Settings, SLA definitions, set the record type, response or resolution target, duration and schedule.
Choose the tickets
Use conditions to say which tickets get it, such as P1 incidents.
Set the clock rules
Add start, pause and stop conditions, or leave start empty to start at once.
Watch the timers
Every matching ticket shows its timers at the top of the form, and the Task SLAs list shows every clock, with a Breached (running) view.
Act on warnings
At 75% the owner gets a warning, and a breach is latched and reported. Dashboards show SLAs at risk and breaches by month.
Every option
SLA definition settings
| Option | What it does |
|---|---|
| Applies to | The record type: incident, requested item, problem, change and other task types. |
| Target | Response or resolution. |
| Conditions | Which tickets get this SLA; empty means every ticket of that type. |
| Start condition | When the clock starts; empty means at once. |
| Pause condition | When the clock pauses, such as state is On Hold. |
| Stop condition | When the clock stops for good, such as state is Closed or Canceled. |
| Duration | The target in minutes, counted on the schedule. |
| Schedule | 24x7, or business hours: working days and start and end times, or several windows a day, plus holidays. |
| Time zone | Any named time zone or a fixed offset. |
| Warn percent | When to warn; 75% by default. |
| Task SLA stages | In progress, paused and stopped, with percent used, breach time and whether it breached. |
Permissions
Who can do what?
| Role | Can |
|---|---|
| IT administrator | Create and edit SLA definitions, schedules and warn thresholds. |
| IT agent | See SLA timers on their tickets and the Task SLAs lists, and get warning and breach emails. |
| Employee | Nothing to manage; their requests are simply handled on time. |
AI assist
How the IT Desk Assistant helps
Ask the IT Desk Assistant which of your tickets are closest to breaching, or to filter the list to SLAs over 75%.
The assistant acts as you, with your role. It fills forms but never saves them, and anything risky waits for you to press Confirm.
About the IT Desk Assistant →Connected
How it connects to the rest of IT Desk
IT DESK FEATURE
Incident management
Incidents get response and resolution SLAs by priority.
IT DESK FEATURE
Request fulfillment
Requested items get a fulfillment SLA.
IT DESK FEATURE
Notifications
Owners are emailed when an SLA is at risk or breached.
IT DESK FEATURE
Reports and dashboards
The SLA performance dashboard shows breaches, risk and made-SLA rates.
FAQ
Questions about sla management
Can SLAs count only business hours?
Yes. A business-hours schedule counts only working days and hours in a time zone, skips holidays, and can use several windows a day, such as a lunch break.
Does the SLA pause when we wait on the caller?
Yes, if the pause condition says so. The starter resolution SLAs pause while an incident is On Hold or Resolved. While you wait, an Autessa agent can call or email the requester for the missing details, on your team’s instructions.
How often do SLA timers update?
Every 15 minutes in the background, and immediately whenever the ticket is saved.
What SLAs come with Autessa IT Desk?
Starter SLAs for P1 to P4 incidents (response and resolution) and a 3-day requested item fulfillment SLA. You can edit or remove them.
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