Severity Levels
Learn about severity levels and setting up Service Level Agreements
Overview
Severity Levels are urgency ratings assigned to a ticket and are a mandatory field in ticketing. Common configurations include at least three levels like "High, Medium, Low" or "Business Halted, Business Impacted, Non-Critical".
Managing Severity Levels
- Disabling Severity Levels: Option to disable if no longer needed, removing them from the creation/editing menu.
- Deletion Criteria: Levels without tied data can be deleted, others only disabled.
- Visibility in Existing Data: Disabled levels remain visible in past tickets and reports.
- Default Selection: Ability to set a particular severity level as the default when creating tickets.
Editing Severity Levels
Customization of Individual Severities
- Editing Process: Click on a severity level to edit its specifics.
- Severity Number and Description: Assign a number or letter and provide brief and detailed descriptions.
- Highlighting Important Levels: Option to visually distinguish critical severity levels.
Configuring Service Level Agreements (SLAs)
- SLA Necessity: Decide if SLAs are required for each severity level.
- Automatic vs. Manual SLAs: Choose between automatic SLA setting upon severity level selection or manual setting by agents.
- Response and Resolve Time: Set target times for responding and resolving based on the severity level.
- Service Desk Hours vs. 24-Hour Clock: Choose between business hours or continuous time for SLA calculations.
Setting Recurring Escalation Breach Notifications
- Function of Escalation Notifications: Email alerts for overdue ticket responses or resolutions.
- Configuration Details: Set intervals and recipients for ongoing breach notifications.
Finalizing Severity Level Settings
- Review Individual Options: Go through each severity level's specific options.
- Saving Changes: Confirm and save all adjustments made to the severity levels.