Create an SLA

In HappyFox Help Desk, create a service level agreement (SLA) to define the time target and ticket scope for an assignment, response, or status-change objective.

Before configuring an SLA, review How do SLAs work in HappyFox? to understand objectives, conditions, target times, work schedules, and excluded statuses.

Before you start

Make sure that:

Your role has the Manage SLAs managerial permission under Automate.
The categories to which the SLA should apply are configured.
The required work schedule is available. To configure one, see Create and manage work schedules.
Any statuses during which the SLA timer should pause are configured.

If SLA does not appear under Automate, contact your HappyFox administrator.

Create the SLA

Go to Automate > SLA.
Select Create an SLA.
Under Set Objective, select the metric you want to track.
Enter the target time and select minutes, hours, or days.
Select a Goal percentage. The goal is the percentage of applicable tickets that your team aims to complete within the target time.
Select Next.
Under Set Conditions, define which tickets the SLA should evaluate:
- Add conditions under Match All when every condition must be true.
- Add conditions under Match Any when at least one condition must be true.
Select Next.
Under Notify on Breach, turn on Send Email Notification upon SLA Breach if you want HappyFox to send an email alert when the SLA breaches.

Plan availability: Email Notification Alert on SLA breach is available to Team (legacy Fantastic) and above plans.
Select Next.
Under About, enter a name and, optionally, a description.
Configure the SLA scope and timing:
- Work Schedules: Select the working hours and days HappyFox should use to calculate the target time.
- Excluded Statuses: Select statuses during which the SLA timer should pause.
- Associated Categories: Select the ticket categories to which the SLA should apply.
Review the remaining settings:
- Enable SLA: Allow the SLA to evaluate applicable tickets.
- Display SLA Timer within Ticket Details: Show the timer on supported tickets. For objective availability and timer details, see How do I enable SLA Timer?
- Start SLA evaluation only when all applicable conditions are met: Start evaluation only when the objective is active and the complete condition set is satisfied.
Select Finish creating SLA.