This article will show you how to create a SLA for a Request Category. The SLA is an internal metric for how long it should take staff to close a request. Setting an SLA can help staff prioritize requests and also allows you to track which requests are falling outside of that expectation. You can also assign a primary contact who should be notified if any requests within the category are past the specified SLA timeframe.
Who can use this feature?
Owner
Important Note:
SLA calculations in SeeClickFix 311 CRM exclude weekends and some holidays. For a full list of these holidays, please refer to the Service Level Agreement (SLA) Overview article.
Instructions
Select your Profile, then select Manage Organization:
Click Request Categories:
Next to your desired Request Category, select the Actions (three-dot menu) and click Edit:
Locate the Subscriptions and Benchmarks section and choose Days or Weeks from the drop-down menu under Service-Level Agreement (SLA):
Enter a unit of time for the SLA, which may be a whole number or entered in 0.1 increments:
Select a user from the Escalate To dropdown to be notified when the SLA is overdue:
(Optional) Click the box next to Show timestamp of SLA:
Note:
This will display the SLA time on the request.
Locate and click the Update button:
