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Service Level Management- Functions
If the ticket is responded to within the first 5 minutes, the Service Target is met. No
further target threshold rules get applied to the ticket. Depending on configurations,
and changed ticket conditions, another Service Target for measuring ticket Resolution
Time could get applied.
On the other hand, if the first threshold rule is missed, and email notification gets sent
and calculations towards the second threshold rule get applied. If the ticket is
responded to within the defined time, the second threshold rule is met and SLA
calculations stop. If not; the SLA monitor sends out Phone Notification to the Support
Group ID.
If Phone* Notification has been configured, an automated voice notification will be
made informing you of the SLA threshold violation. The notification will also contain
options on actions you can take on the ticket by responding to the voice notification.
You can choose from the pre-configured options (like I Acknowledge, I Escalate, Ticket
Resolved etc) to trigger a related workflow action on the ticket. Based on your response,
a workflow action will get applied on the ticket enabling you to handle the ticket within
agreed upon SLA targets.
Please note that for enabling SLA Phone Notifications, you will need to buy the service
from MIR3. Phone Notification is an external service provided by MIR3, and not a
default feature available with Nimsoft Service Desk. Currently Phone Notifications are
supported only for SLA Notifications, and not other notifications sent out by the
application
As Agents/Analysts working on the ticket, you can view all communications and actions
on the ticket that have been triggered by the SLA Monitor. In the Activity tab of the
ticket, you can view the communications and actions on the ticket in response to a
Service Target that got applied to the ticket.
To view the details and status of a communication sent out (either by Email or Phone),
you can click on an item in the activity list and view details. If the notification has been
made by Phone, a Notification ID will be associated with the communication. This can be
used to check details of the communication handled by MIR3.
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