This documentation supports the 19.08 version of Remedy with Smart IT.

To view an earlier version, select the version from the Product version menu.

SLA progress bar in Smart IT

Using the Service Level Agreement (SLA) progress bar, you can monitor the progress of tickets against the applicable Service Level Agreements (SLAs), as defined in the Service Level Management Console. The SLA Progress bar appears at the top of the ticket, below the summary description.

The SLA bar displays the following colors: 

  • When SLA is breached, it is displayed in red.
  • When SLA is in warning condition, it is displayed in orange.
  • When SLA is not breached, it is displayed in green.
Related topics

Viewing and updating tickets

Using the SLM Console (BMC Service Level Management documentation)


Ticket status in the SLA progress bar

In most cases, when a ticket is moved to the In Progress state, the clock begins ticking against the SLA. As time against the SLA begins to accrue, the SLA progress bar fills from left to right and, as it progresses, it can change color from green to red. When the bar is green, the ticket is tracking well against the SLA; red tells you that an SLA threshold is approaching or that a threshold was breached; orange tells you that the ticket is in a warning state. The SLA bar movement stops when all the SLAs are paused or when all the SLAs are met. The text that is displayed at the right side of the bar gives information about the next SLA. 

The message to the left of the SLA progress bar shows the ticket's status: In Progress, Pending, Resolved, and so on. The message to the right of the progress bar tells you how much time is remaining until the next SLA is due.

Multiple SLAs

From Smart IT 19.08, If there are multiple service level agreements that apply to a ticket, the color of the SLA bar is displayed based on the worst case scenario. For example, if any of the previous SLA is breached, the SLA bar remains red for the remaining SLAs. The overall SLA bar color indicates the overall SLA status. If there are multiple SLAs, where some are in Pending status and some are in In Progress status, you can click on the milestone which opens a bar with information about the statuses of all SLAs. SLA bar stops moving when any of the exclude condition or stop condition is met for all the SLAs.

How does the Pending state affect the SLA progress bar?

Depending on the needs of your system, some SLAs can be configured to pause the clock if the ticket is placed in the Pending state. Other pending tickets might keep the clock running. 

When you move a ticket to the Pending state, the system performs the following actions on the SLA progress bar:

  • Changes the status message to Pending.
  • If the SLA pauses the clock when it's put into a Pending state, it marks the SLA target with a pause icon.
  • If multiple SLAs are associated with the ticket, some of which pause the clock while other keep the clock running, it shows you which SLAs are paused while continuing to count time against the SLAs that keep the clock running. 

What happens when you close or cancel a ticket?

When you move a ticket to the Closed or Cancelled state, the system performs the following actions on the SLA progress bar:

  • For the problem investigation and known error, the SLA bar disappears if the Status of the ticket is moved to Cancelled.
  • For the problem investigation and known error, the SLA bar is stopped if the Status of the ticket is moved to Closed.
  • Updates the time remaining message to show how much time was left against the SLA when you closed or cancelled it. For example, if you needed to close the ticket by 2:00 p.m. and you close it at 1:40 p.m., the SLA progress bar shows that you closed the ticket 20 minutes early.

How does it work if BMC Service Level Management is not installed?

If BMC Service Level Management is not installed on your system, the SLA progress bar calculates the amount of time until the ticket is due based on the ticket's due date or target date.

Note

On tablets, SLA information is best viewed in the landscape screen orientation.

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