Use > Incident Management > Incident Management user tasks > Service level agreement monitoring > Monitor interaction queue for potential service level agreement breaches

Monitor Interaction Queue for Potential Service Level Agreement Breaches

Part of Workflow(s):
Applies to User Roles:

The Service Desk Agent monitors the interaction queues for interactions with associated incidents that are within a few hours of breaching as specified by the Service Level Agreement (SLA) for the type of incident. For those items that are within one hour of breaching, the Service Desk Agent coordinates with the Incident Coordinator who escalates the incident associated with the escalation and communicate the expected resolution to the applicable users and user groups. For those items that are within four hours or one day of breaching, the Service Desk Agent monitors the applicable queues until the interactions are resolved or escalated.

To monitor the interaction queues for potential breached interactions:

  1. Click Service Desk > Interaction Queue or view your To Do queue.
  2. In the View list, select the Monitor SLA Interaction - Breach within 1 hour queue.
  3. To view the incident details for an interaction in the queue:
    1. View the related incident.
    2. Click More or the More Actions icon and select Related > Incidents > View.
    3. Double-click the Incident ID.
  4. Contact the Incident Coordinator assigned to the related incident, and either begin the Incident Escalation process or contact the affected users and groups with the expected resolution details.
  5. For any interactions in the other Monitor SLA Interaction queues, continue to monitor the queues until the items are resolved or require escalation.

Related topics

Prioritizing incidents, problems, requests, and changes
Standard alerts and Service Level Agreements
Why are service agreements important?
Working with service contracts
Working with service agreements
Linked service contracts
Operational Level Agreements
Incident Management overview
Alerts and escalation
Service Desk overview
Associating a Service Desk interaction with another application record
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Monitor Interaction Queue for Service Level Agreement Breaches

Service Level Agreement Monitoring (SO2.7)
Complaint Handling (SO2.9)