Autotask PSA: What triggers the SLA events on tickets?

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Question

I am trying to determine what triggers a Service-Level Agreement (SLA) event for me to meet our first-response goals. What triggers them?

Environment

  • Autotask PSA

Answer

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.

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