PomDesk
PomDesk Product Library
PomDesk Product Library
  • POMDESK PRODUCT LIBRARY
    • Welcome
    • CONFIGURE & UTILIZE POMDESK
      • Helps Desk Module
        • How to define business hours
        • How to create a new category
        • How to configure the SLAs
        • How to define the SLA matrix
        • How to create an analyst group
        • How to create a user group
        • How to create a service catalog
        • How to create a custom incident form
        • How to configure business rules
        • How to create a workflow
        • How to open a new incident ticket
        • How to open a new service request
        • How to assign a ticket to the analyst/analyst group
        • How to merge a ticket with another one
        • How to send a ticket for approval
        • How to change a ticket features
      • Infrastructure Settings
        • How to configure domain settings
        • How to configure email settings
        • How to create a company profile
        • How to create an app registration on Azure Entra ID
        • How to create a location
        • How to create a department
        • How to customize the portal
      • Asset Management Module
        • How to configure an asset category
        • How to configure a product type
        • How to configure an asset product
        • How to configure an asset state
        • How to configure a vendor
        • Add an asset
        • Manage the assets
        • Use the asset audit
      • Project Management Module
        • How to create a project type
        • How to create a expense type
        • Create a new project
        • Use a PomDesk project
      • System Settings
        • How to configure the agent settings
        • How to configure the client app center
      • Patch Management Module
        • How to configure the WSUS settings
        • How to utilize the patch management module
      • User & Roles
        • How to configure the role settings
        • How to configure the users settings
      • System Management and Remote Access Modules
        • Check the installed applications and hardware
        • Check the missing and installed updates
        • Check the computer location
        • Check the remote connection history logs
        • Connect to a remote computer's Powershell and Command Prompt
        • Manage file explorer
        • Change the registry settings
        • Add/Remove/Reset Password for a local user
        • Manage the running processes
        • Manage windows services
        • Access the computer remotely
      • Configuration Policies
        • Application deployment policy
        • Script deployment policy
        • Package deployment policy
        • Start application policy
        • Start/Stop service policy
        • Registry change policy
        • Create/Remove/Update user and group policy
        • Enable/Disable the USB policy
        • Create/Remove printer policy
        • Create a task sequence policy
      • Agent Installation
        • Automatic/Remote agent installation
        • Manuel agent installation
      • Application Management
        • How to create an application
        • How to create a script
        • How to create a package
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  1. POMDESK PRODUCT LIBRARY
  2. CONFIGURE & UTILIZE POMDESK
  3. Helps Desk Module

How to define the SLA matrix

To define the company SLA matrix according to the your requirements.

PreviousHow to configure the SLAsNextHow to create an analyst group

Last updated 8 months ago

Step 1: Determine the urgencies according to the impact levels. Go to Settings > Helpdesk > SLA Matrix and define them according to your requirements.

These configurations are only definitions for the calculating of SLAs.