How To Add SLA’s (Service Level Agreements) in Helpdesk
  • In Wavity Platform, You can define an SLA to capture, store, and communicate detailed information about task ownership and duration for all tickets. SLAs can be configured for specific tickets (incidents) based on predefined SLA definitions.
  • Note: The steps provided serve as sample instructions and can be customized based on specific requirements; however, the core workflow will remain the same.
  • To Add SLAs, log in as an Admin, click on the SLA’s link under Quick Link
  • Click on Create button to add SLA’s.
  • In SLA tab under Details user need to enter the required details regarding to the SLA’s Such as Name and Priority.
  • The user needs to select the target from the dropdown, indicating whether the SLA applies to incident tickets, problem tickets, or change tickets.
  • Specify the response duration and resolution duration for each priority level. After entering the details click on save button.