Setting up your workspace for SLAs

A quick note before we begin: SLA stands for Service Level Agreement and most often sets out the target time to close a job based on its priority. For example, 85% of all Medium priority calls must be closed within 2 days.
 
The Workgroup Explorer is your home away from home; your Helpmaster Inbox. The columns you display in this window can help you with the day to day management of your jobs. There are some great columns available that display 'time to resolve' information and help you avoid breaching an SLA commitment.

Changing the columns you see in the Explorer is done via the Field Chooser. In the Field Chooser you will find a plethora of Job Metric fields that you can select and add to your Explorer.
 
For preventing breaches we recommend:

• Time Until Completion Date: Displays a count down time till breach
• To be Completed By Graph: A line graph of how long you have left, or how far over you have gone.
• Is Overdue: Lets you know that a breach has occurred. 

These three values are dependant on the 'Time to be completed' field in the Job being populated. This field can be populated manually on log, or can be preset in the Job Template. If these methods are not reliable you can use the Priority Manager to auto populated the field (see related discussion post)