When Do We See "About to Miss Resolution Time SLA" for a Case?
The "About to Miss Resolution Time SLA" warning appears when a case approaches the resolution time threshold defined in SupportLogic's SLO (Service Level Objective) metrics. This notification is crucial for teams to proactively address cases before breaching SLA commitments.
Understanding the Configuration of SLO Metrics
To understand why a case is flagged as "about to miss SLA," it is essential to review how resolution time thresholds are set within SupportLogic's settings. Here’s how to configure or review these settings:
Navigate to the Settings Page:
- In SupportLogic, go to the Settings section.
- Locate the SLO Metrics configuration area.
Configure or Review Resolution Time by Priority or other options as available in the drop down
From this page you can either configure your SLO metrics or validate the SLA warning.
Please also refer to this article to know more about configuring KPI metrics
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