A service provider often guarantees the user a time to review (respond to) Requests, and a time to resolve Requests. The specific values of these agreements (SLA) can depend on many factors, so in ALM the SLA for response time and for resolution time is set using automatic actions.
You define the conditions under which the SLA parameters are assigned, and those values themselves, for the "Response time" and "Resolution time" fields. When a Request is created or its parameters change (priority, importance, and so on), the corresponding SLA values are set.
The Issue (Request) list shows the Response (SLA) and Resolution (SLA) columns, which indicate the remaining time (on a green background) and the overdue time (on a red background).
To monitor the indicators, use the built-in charts: "SLA control by response", "SLA control by resolution", and so on.
| Response (SLA) | The difference between the required response time and the time that passed from the moment the Request was created until it was moved to one of the statuses. Moving the Request to one of the statuses means the support service has started work on the Request. The actual response time is calculated using the Assignee's work schedule, or the default work schedule. The work schedule is set in the system settings, in the Administration section. |
| Resolution (SLA) | The difference between the required resolution time and the time during which the Request was in progress. Resolution time includes the working hours the Request spent in states whose settings do not have the checkbox "Exclude time spent in this state from the resolution time" selected. For example, time spent in the "Waiting for a reply from the client" state is not included in the request resolution time. Resolution time is calculated using the Assignee's work schedule, or the default work schedule. The work schedule is set in the system settings, in the Administration section. |