Response and resolution targets
How SLA targets are set per case type and priority, and how a case's due date is calculated.
Saved Service Request targets also cover newly queued requests before classification; saved Problem targets cover problem candidates. These are the same configured targets throughout the case lifecycle.
Under Settings › Service levels, set two targets for each case type and priority:
- Response target: how soon the first public reply should go out.
- Resolution target: how soon the case should be resolved.
| Priority | Example response | Example resolution |
|---|---|---|
| Urgent | 15 minutes | 4 hours |
| High | 1 hour | 8 hours |
| Medium | 4 hours | 1 working day |
| Low | 8 hours | 3 working days |
How the due date is worked out
- When a case is created, its resolution target for its type and priority is added to the time it was opened.
- Only working time counts, from the business hours and holidays of the case's site.
- If the priority changes later, the due date is recalculated from when the case was opened.
- Staff can set a different due date by hand (unless an admin switched that off).
The case header shows SLA due with the time left, and the list flags cases that are Overdue or have No first reply past their response target.
Saving a target keeps unsaved changes in other rows. A successful save is shown only after the saved values are read back. If the connection fails, your draft stays available. Refresh SLA targets and Refresh escalations reload saved policy values after confirmation; paused service desks cannot edit them.
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