Advanced Helpdesk - SLA Times

The SLA Times sub navigation on the Advanced Helpdesk shows the SLA Times against the Task and any User Defined SLA times can be entered here.

Up to 5 different SLA Targets can be set for Tasks:

Target	Description	Intended Audience	Met by
Respond	Date and time that a helpdesk operative or despatcher should assign the Task to a Resource	Helpdesk/Despatch Team	Earliest Date Contacted on assigned Time Records
Attend	Date and time that an assigned Resource should attend site to investigate the Task	Assigned Resource	Earliest Date Started on assigned Time Records
Contain	Date and time that an assigned Resource should implement a temporary fix to contain the issue and make it safe	Assigned Resource	Earliest Date Contained on assigned Time Records
Fix	Date and time that assigned Resources should record that they have finished work on the Task and the Task is complete	Assigned Resource	Latest Date Finished on assigned Time Records
User	A spare SLA Target that can be set and met according to your requirements	Variable	Entered manually in the User field of the SLA Times sub-navigation page in the Advanced Helpdesk

The link will open the Advanced Helpdesk SLA times.

If User Defined SLAs (Service Level Agreements) have been set against the Task, the time when this was completed can be entered here.

Complete the fields and click Save and Close .