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How to set conditions to trigger your SLA in Keeping.
Every SLA must include a single time-based condition. You may also include one (or more) other conditions to further refine your SLA.
Every SLA contains a single time-based condition that starts running when a new ticket arrives into your support mailbox.
- First Response Time measures how long it takes for an agent to first reply to your support customer. Auto replies are NOT included in this calculation, and replies after the first reply have no effect.
- Resolution Time measures how long a support ticket stays in an "open" state. When a ticket is moved to a "closed" or "pending" state, the resolution time "clock" is paused. The "clock" reactivates as soon as the ticket moves back into the "open" state. Resolution time is cumulative, meaning as a ticket moves from "open" to "closed" and back to "open" (and so on), the resolution time increases whenever the ticket is in an "open" state.
Every time-based condition can be calculated on business time or calendar time. When you choose a condition based on business time, the "clock" is only running during your business hours. For example, if your business hours are 9:00am to 5:00pm (17:00), and a new ticket arrives at 4:00pm (16:00), and your agent replies at 10:00am the next day, your agent's business time response is 2 hours. Conversely, this would have a calendar time response of 18 hours.
In addition to at least a single time-based condition, you may add one or more other conditions that must match before the Violation is triggered. For further detail on how these conditions work, see the reference inside Workflows.