InfraCue uses the active SLA rule that matches a ticket’s priority and service scope. It shows response and resolution targets so the owner can make decisions before an issue becomes an SLA breach.
Read the ticket SLA clearly
- Response due shows when the team should first acknowledge or act.
- Resolution due shows the target for completing the request.
- At risk or breached highlights work that needs attention.
Use dashboards and reports to spot repeating breach patterns by location, category or assignee. That turns a single breach into a service improvement discussion.