SLA Targets and Overdue Tickets
Set a resolution deadline per priority so overdue work is flagged automatically.
An SLA target is a resolution deadline in hours, set per priority. It is what turns "this has been open a while" into a fact the system can flag.
Setting targets
FacilitySync → Settings → SLA Targets. One figure per priority, in hours:
| Priority | A reasonable starting point |
|---|---|
| Critical | 4 hours — immediate, life safety or major disruption |
| High | 8 hours — same day, significant operational impact |
| Medium | Days |
| Low | Weeks |
The clock starts when the ticket is created and stops when it is resolved. A ticket past its target is flagged overdue on the ticket board and in reports, with the time it has been over.
Choosing targets you will actually meet
Set targets against the team you have, not the team you want. A four-hour critical target with one technician covering a building means every critical ticket breaches, and a breach that is expected stops being a signal.
Start from what you currently achieve. Run Ticket Load by Priority in the reports workbench, look at your real resolution times by priority, and set targets slightly tighter than that. Tighten again once you are consistently meeting them.
Important: The SLA clock does not pause. There is no business-hours calculation and no stop for waiting on a part or a contractor. A ticket raised at 6pm Friday with an eight-hour target is overdue by Saturday morning. Set targets with that in mind rather than expecting the system to reason about your opening hours.
Overdue and escalated
Two related but separate things:
- Overdue is automatic — the ticket passed its target.
- Escalated is a person in Field Worker Mode asking for help on a ticket they cannot finish. That notifies the venue's owners and managers.
A ticket can be either, both, or neither.
Watching the numbers
The tickets page shows a count of tickets overdue by more than seven days, which is a more useful daily figure than raw breaches — it separates "running late" from "forgotten". If that number is not near zero, work it before adjusting the targets.
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