Viewing Ticket SLA Violations Predictions

Viewing Ticket SLA Violations Predictions

You can view potential SLA violations predicted by Rocketship via any Rocketship calendar.

How It Works

Rocketship evaluates the workload of your technical resources, capacity, existing ticket assignments and workload estimates (via Next Activities) and then determines which tickets are at risk of a violation of the ticket due date and/or ticket SLA.

How to View

To view the predictions use a Rocketship calendar. Any scheduled Fixed Appointment or Next Activity that, based on current scheduling, will result in a violation is flagged with a red border.

There are three potential ticket SLA violations in this Calendar view.

    • Related Articles

    • How to Customize SLA Violation Workflows

      This feature is currently disabled in Rocketship for all customers as it was causing some confusion. The SLA violation prediction remains enabled in Rocketship Calendars for users and dispatchers however. If you have enabled the rejection trigger in ...

    • Specify Who Can Override Ticket SLA Violation Scheduling

      If you enable the rejection of Next Activity scheduling requests if it will result in a ticket SLA violation, you will likely want certain resources in your company to be able to override that, e.g., your service coordinator. You can do that by ...

    • How to Test Ticket Criteria for Escalation Rules in Autotask

      When creating Escalation Rules, you will define Ticket Criteria to match a ticket against an Escalation Rule. How to test Ticket Criteria The best way to test Ticket Criteria, i.e., to check which Escalation Rule will match a given Autotask Ticket, ...

    • How to handle a Team being overloaded via Ticket Routing

      There are times when a Team may be overloaded with work while other Teams are not. For example, let’s say you have a Ticket Routing Rule named HelpDesk that has this Escalation Path: QuickFix Team [Bob, Sue, Phil] Tier 2 Team [Jill] Tier 3 Team ...

    • Rejecting Scheduling that will violate an SLA

      The Next Activity scheduling engine can be configured to reject scheduling requests that will likely result in a ticket SLA violation. The ticket being scheduled will automatically be routed to your service coordinator for review and handling. In ...