The Service Level Management feature is designed to help the service desk meet service levels for customers based on their service contracts. Service levels can be defined based on the problem or incident type using a Project field, or can be based on who the customer is using an Address Book field. Resolution time, response time (how quickly a response of some kind must be made to an Issue), contract information, and associated escalation rules can be defined for each level, and an unlimited number of service levels can be defined. Due dates and times are automatically generated based on the resolution time. Service Level Metric reports can be generated including percentage of issues that exceeded the resolution time for a particular time period. In sum, the Service Level Management feature can provide the basis for a series of automated workflow rules that ensure the standard of service provided to customers.
Note
This feature is not available in the FootPrints database versions. To get the benefit of this feature, you must upgrade to one of the SQL/ODBC-based versions for Windows (MS SQL Server, Access, etc.), or DBD/DBI-database versions for UNIX/Linux (Oracle, MySQL, Postgres, etc.).
For details on Service Level Management, refer to Creating a Service Level Field.