Scenario 1 :-

Following this, the SLA can be configured based on the Impact and Urgency as a condition :-

Step 1: Create Impact & Urgency and Map It Against the Priority Matrix

1. Create Impact "Affects Business" by navigating to Setup → Customization → Helpdesk → Impact.

2. Create Urgency "High" by navigating to Setup → Customization → Helpdesk → Urgency.

(Note: All the above values are available by default, but you can also create new values as per your organization's requirements.)

Step 2 :- Configure Service Level Agreement based on Impact and Urgency as a condition :-

Navigate to Set up → Automation → Service Level Agreements

Select Incident from the drop down next to the title

Now, filter the site under which you want the SLA to be associated.

Click on New SLA under Incident and Name it as "High SLA"

Select the condition Impact as "Affects Department and Urgency as "High""

Set the Responded within time to  "1 Hour" and Resolved within to "6 Hours"

Since it is a critical one, select "Should be irrespective of Operational hours" so the SLA timer will keep running as per the below configuration.

Now, the response time escalation can be configured for Level 1, as Escalate before 10 Minutes and select the Escalate To as "Ticket Owner".

Similarly, you can configure four levels of escalations if the resolution time is elapsed as shown below,

Below are the ways to set the first response time in a ticket to ensure the request is addressed within 1 hour:

Set up → General Settings → Advanced portal settings

1. Technicians can reply to the request manually by clicking "Reply all/Reply" from the application.

2. They can reply from their mail box using the automated email they received.

3. Technicians can add a note to the request.

4. Technicians can add a work log or resolution to set the first response time in a request.

Note: Below are the indications if the request gets breached according to the above scenarios.

     First Response Time Violated (Not responded within 1 Hour)

Request Nearing Due By Time (Almost 70 % of the Due time is reached)

SLA Violated (Not resolved within 6 hours)

Scenario 2 :- For Service Request,

A project manager at Zoho needs a specific software tool installed urgently for a critical project. To ensure the request is addressed promptly, the project manager sets an SLA when submitting the service request through the ITSM portal. Given the urgency, they choose an SLA that requires the IT team to respond within 30 minutes and resolve the request within 2 hours.

Steps :-

1. To allow the end user (Project Manager) to select the SLA when creating a software request, navigate to:

Set up → General Settings → Advanced Portal Settings.

2. Create a "Software SLA" and associate it with the "Software Deployment Request" template by following these steps:

1. Navigate to Set up → Automation → Service Level Agreements.

2. Select Service Request from the dropdown.

3. Configure the settings as shown below.

3. You can now associate the SLA with the template either directly from the SLA that was created or by navigating to the software deployment request template and associating it as shown below.

(Or)

4.  Similarly, you can create multiple SLAs and associate them with the same template, allowing the end user to select the required SLA based on the urgency.

Once the SLA is associated, the end user's view when creating the service request for software deployment will look like this:

Note :- Users can select the SLA configuration for service requests based on their organization's requirements. In the scenario described above, the end user selects the SLA based on urgency. If this is not required, condition-based SLAs can be configured in the Advanced Portal Settings, allowing SLAs to be set based on specific conditions.

 

Below are the indications if the request gets breached according to the above scenarios.

     First Response Time Violated (Not responded within 1 Hour)

Request Nearing Due By Time (Almost 70 % of the Due time is reached)

SLA Violated (Not resolved within 6 hours)