/sla-dashboard

description: View SLA status across tickets, including approaching breaches and at-risk tickets
argument-hint: "[client_id] [team] [status] [period] [limit]"
arguments: [client_id, team, status, period, limit]

HaloPSA SLA Dashboard

View SLA status across tickets, including approaching breaches and at-risk tickets for proactive management.

Prerequisites

• Valid HaloPSA OAuth credentials configured
• User must have ticket read permissions
• SLA profiles must be configured in HaloPSA

Steps

1. **Authenticate with OAuth 2.0**

• Obtain access token using client credentials flow
• Token endpoint: `{base_url}/auth/token?tenant={tenant}`

   # Get OAuth token
   TOKEN=$(curl -s -X POST "{base_url}/auth/token?tenant={tenant}" \
     -H "Content-Type: application/x-www-form-urlencoded" \
     -d "grant_type=client_credentials" \
     -d "client_id={client_id}" \
     -d "client_secret={client_secret}" \
     -d "scope=all" | jq -r '.access_token')

2. **Build query parameters**

• Apply time period filter
• Apply team filter if specified
• Apply client filter if specified

3. **Fetch tickets with SLA data**

   # Get tickets with SLA information
   curl -s -X GET "{base_url}/api/Tickets?open_only=true&page_size={limit}&includesladetails=true" \
     -H "Authorization: Bearer $TOKEN" \
     -H "Content-Type: application/json"

4. **Get SLA definitions (for context)**

   curl -s -X GET "{base_url}/api/SLA" \
     -H "Authorization: Bearer $TOKEN" \
     -H "Content-Type: application/json"

5. **Calculate SLA status for each ticket**

• Breaching: SLA target has passed
• At Risk: Less than 25% time remaining
• On Track: More than 25% time remaining

6. **Filter by requested status**

• Apply breaching/at_risk/on_track filter
• Sort by urgency (breaching first, then at_risk)

7. **Format and display dashboard**

• Summary statistics
• Detailed ticket list
• Quick action links

Parameters

| Parameter | Type | Required | Default | Description | |-----------|------|----------|---------|-------------| | client_id | integer | No | - | Filter by client ID | | team | string | No | - | Filter by team name | | status | string | No | all | breaching/at_risk/on_track/all | | period | string | No | today | today/week/month | | limit | integer | No | 25 | Maximum results (max 100) |

Examples

View All SLA Status

/sla-dashboard

Breaching Tickets Only

/sla-dashboard --status breaching

Specific Team

/sla-dashboard --team "Service Desk" --status breaching

Client-Specific SLA

/sla-dashboard --client_id 12345 --period week

At-Risk Tickets

/sla-dashboard --status at_risk --limit 50

Weekly Overview

/sla-dashboard --period week --status all

Output

Dashboard View

================================================================================
                          SLA DASHBOARD - Today
================================================================================

SUMMARY
--------------------------------------------------------------------------------
Total Open Tickets:     45
🔴 Breaching:           3  (6.7%)
🟡 At Risk:             8  (17.8%)
🟢 On Track:            34 (75.5%)

Response SLA Met:       42/45 (93.3%)
Resolution SLA Met:     38/45 (84.4%)

================================================================================
🔴 BREACHING SLA (3)
================================================================================

#12345 - Email not working
  Client:     Acme Corporation
  Priority:   Critical
  Agent:      Jane Tech
  SLA:        Resolution BREACHED by 1h 23m
  Breached:   2024-02-15 14:00:00
  Action:     /update-ticket 12345 --status "Escalated"

#12342 - Server offline
  Client:     Widgets Inc
  Priority:   Critical
  Agent:      Unassigned
  SLA:        Response BREACHED by 45m
  Breached:   2024-02-15 13:15:00
  Action:     /update-ticket 12342 --agent "Level 2"

#12338 - Network slowdown
  Client:     Tech Corp
  Priority:   High
  Agent:      Bob Tech
  SLA:        Resolution BREACHED by 15m
  Breached:   2024-02-15 14:45:00
  Action:     /add-action 12338 "Escalating to network team"

================================================================================
🟡 AT RISK - Action Needed (8)
================================================================================

#12350 - Printer not working
  Client:     Acme Corporation
  Priority:   Medium
  Agent:      Jane Tech
  SLA:        Resolution due in 28 min (15:30)
  Risk Level: High (< 30 min remaining)

#12348 - VPN connection issues
  Client:     Widgets Inc
  Priority:   High
  Agent:      Mike Support
  SLA:        Resolution due in 45 min (15:47)
  Risk Level: Medium (< 1 hour remaining)

#12346 - Password reset request
  Client:     Tech Corp
  Priority:   Low
  Agent:      Sarah Help
  SLA:        Resolution due in 1h 15m (16:17)
  Risk Level: Low (< 2 hours remaining)

... and 5 more at-risk tickets

================================================================================
🟢 ON TRACK (34)
================================================================================

Showing 10 of 34 on-track tickets (use --limit to see more)

#12355 - New user setup
  Client:     Acme Corporation
  SLA:        Resolution due in 3h 45m
  Status:     In Progress

#12354 - Software installation request
  Client:     Widgets Inc
  SLA:        Resolution due in 5h 20m
  Status:     Pending

...

================================================================================
QUICK ACTIONS
================================================================================

View breaching:   /sla-dashboard --status breaching
View at-risk:     /sla-dashboard --status at_risk
Team view:        /sla-dashboard --team "Service Desk"
Weekly report:    /sla-dashboard --period week

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