Service Level Management

This page is key to the analysis and reporting of tickets. It is used to categorise tickets in terms of their Type, Priority, and Status.

Type

Typically, Type categorisations have 3 levels; Super Type, Type, and Sub Type (though not all 3 levels need to be used).

Types can be bulk loaded from a spreadsheet or added manually.

To manually add Types, go to Settings Cog > Service Level Management and in Category, select Super Type, Type, or Sub Type.

type category field

In the Type Details, give the Type a Name and select the Process Type and Folder.

Types can be set to auto assign tickets to an individual agent or group

Learn more about this topic by visiting the Types page.

Priority

Use Priorities to set target times for ticket resolution. Priorities could either be simply selected or be pre-determined based on an Impact and Urgency matrix.*

*Implementing an Impact and Urgency matrix requires consultancy, please contact House-on-the-Hill for further details.

A simple Priority model may consist of 5 different Priorities, including:

  1. Critical
  2. High
  3. Medium
  4. Low
  5. Long Term

To manually add priorities, go to Settings Cog > Service Level Management and select Priority from the Category drop-down.

priority summary

Create new Priorities by clicking on the Add New Priority (“add button“) button.

In the Priority Details, give the Priority a name and select the Process Type and Folder. Then use the Target Metrics section to set Response, Warning, and Action times.target metrics section

Learn more about this topic by visiting the Priority and Service Level Agreement page.

Status

Workflow is an important aspect of HotH and serves in monitoring and progressing the Status of individual tickets– from raising a ticket to resolving and closing the ticket.

The workflow will determine the statuses to be created. To add new statuses go to Settings Cog > Service Level Management and in Category select Status.

Common statuses include:

  • Open (Reopen)
  • Responded To (e.g. First Response)
  • On Hold
  • Assigned/Work in Progress
  • Resolved
  • Closed

status page

Milestones

Within the separate statuses you can set milestones for the ticket life cycle.  The statuses most commonly defined as milestones are:

  • Responded To
  • Resolved
  • Closed

milestone statuses

An email can be used on all three of the milestone statuses.

Stop the Clock

This function is used to stop the progression of elapsed time on a ticket and can be set up to initiate once a particular Status is selected.

In the example below, the statuses Closed, On Hold and Resolved are showing to Stop the Clock once engaged on a ticket:

stop the clock example

Learn more about this topic by visiting the Status page.

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