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05 - Solution SLA applied to the tickets
3 min
Created by Thiago Tamanini on 10/9/2020 2:28 PM
Updated by Karine Moreira on 9/24/2024 3:50 PM

After registering and configuring the contracts and SLA rules, the system will be ready to define the due date on the tickets.

Within the ticket, the Solution SLA is presented in the “Solution Forecast” field. This field will be automatically filled in whenever the ticket meets the conditions of any registered and active rule in the system.


Note: The Solution SLA definition is always based on the ticket's opening date.

Whenever the ticket is edited, changing from one SLA rule to another, the system will recalculate the due date on the ticket, but the countdown for the solution forecast will not restart at this time (the starting point remains the ticket’s opening).


Color Legend for the “Solution Forecast” Field

The field with the ticket’s solution forecast, in addition to displaying the due date, is filled with colors that vary according to the ticket's progress to make it easier to track.

  • Green: The ticket is within the deadline and its due date is not today.
  • Yellow: The ticket is within the deadline but is due today.
  • Red: The ticket is overdue.
  • Blue: The ticket is on hold.
  • White: The ticket does not have a specified due date.


Manually Editing the Solution SLA Forecast

If you have permission to manually enter the ticket’s SLA (defined in the access profile), the system will display a pencil icon next to the solution forecast field.


Note: Once the due date has been manually changed, the system stops calculating the SLA automatically. Even if any of the fields affecting the SLA rule are changed, the system will no longer recalculate the ticket’s due date.


With the due date manually changed, the system will display the icon icone-configuracoes.png next to the due date. This icon indicates that the due date has been set manually. Hovering over it will display the name of the agent who made the change to the due date.

The system will also display the icon icone-raio.png . Clicking on it will discard the manually set date and return to automatically calculating the SLA.


Identifying the Rule Applied to the Ticket

To view which rule is applied to the ticket, you need to open the ticket on screen and click on Options > SLA Details.


You will be able to see, in addition to the applied SLA rule, other details such as the history of changes to the due date.