I am trying to determine what triggers a Service-Level Agreement (SLA) event for me to meet our first-response goals. What triggers them?
- Autotask PSA
When an SLA is associated with a ticket, changes to the ticket status are triggering SLA events.
SLA events map to ticket statuses; therefore, your resources need to select the correct status for the SLA event to trigger. If your resource puts a time entry on a ticket but does not change the status to one that meets the SLA event, it will fail to trigger.
You can manage SLA mapping from Autotask menu → Admin → Features & Settings → Service Desk (Tickets) → Task & Ticket Statuses
NOTE: The status of NEW should not be mapped to any SLA event, as doing so will mark the event completed as soon as the ticket generates.