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Getting Started with Service Level Agreements

September 7, 2016
By Katie Murff Managing Tickets, Intro to BIM 360 Ops

Service Level Agreements (SLAs) can help standardize ticket categorization and response times. They also streamline the triage process. When a new ticket is filed, apply an SLA to set three things in one step: 1) the ticket category 2) the priority and 3) the due date and time.

Configuring SLAs

To create SLAs, first set up ticket Priorities for the Portfolio in Settings from the All Buildings page. SLAs will use the Priorities to apply due dates and times.

Next, create the SLAs. Descriptions are used to find and select SLAs. They should be concise for quick comprehension and reporting.

The SLA category will be applied to the ticket and used for reporting and for suggesting technicians. It can be helpful for managing tickets to use fewer, broader categories. Use the SLAs for more fine grouping.

Using SLAs

When triaging new tickets, apply an SLA first. This will set the Category, Priority, Due Date and Time for the ticket. Priority and Due Date may be manually updated as needed.

Next, assign the Technician.  Technicians with categories that match the ticket will appear at the top of the recommended list. If you want to assign all of the tickets for one category first, you may group the new tickets by category or filter the list. For example, search for “category (hvac)”. This may be helpful when assigning work to several HVAC technicians.

Reporting with SLAs

Once the tickets are classified by category and SLA, they may be used to create reports.  Here are three reports to get started:

  1. Understand how many tickets are overdue per SLA. Click on All from the All Building page and group by Service Level Agreement. Switch to the graph view. In the search bar, type “category (electrical)”. Break the graph down by Overdue.

  2. Check on the status of tickets by SLA. Click on All from the All Building page and group by Service Level Agreement. Switch to the graph view. In the search bar, type “category (electrical)”. Break the graph down by Status. 

  3. View the reoccurrence of issues across the various BIM 360s. Click on All from the All Building page and group by Service Level Agreement. Switch to the graph view. In the search bar, type “category (electrical)”. Break the graph down by Building. 

Make sure to save your favorite reports by tapping on the Share Graph icon. Also Tweet to share them with us and your fellow BIM 360 Ops users. Thank you!