Hi everyone,

I was wondering if folks would mind sharing some examples of how you have configured your SLAs. I am having trouble understanding how exactly SLAs work in ServiceDesk. I have tried to play around with different SLA configurations, but I am having trouble getting the desired results. Im hoping that looking at some examples, I might be able to learn from them...

Thanks for your help!

In the screenshot is my configuration for a High SLA. 

I am trying to get it where someone needs to respond within 15 minutes. If the do not respond, within 15 minutes, it will escalate 1 minute after.

If the issue is not resolved within 1 hour, it will escalate after 1 minute.