Create service level agreements (SLAs) to manage goals

SLAs measure the level of service provided to customers by service project teams.

Set up SLAs to track your team’s performance.

Define start, pause and stop conditions for your SLAs.

Define a list of goals for your SLA based on time to resolve, working hours and issue types.

Create SLA calendars and reuse existing calendars to reflect your team’s working hours.

Define the format for the tooltips of an SLA to display in the queue view and issue view.

This automation rule could help keep your service requests tidy by automatically closing requests.

Automation rules can be created to automatically close resolved incidents.