IT operationsFeature

A deadline for every IT ticket. A warning before it is missed.

Each priority has a response target and a resolution target, counted around the clock or only in your operating hours. Livion warns before a target is breached. New tickets are assigned automatically by category, and resolved tickets close after the number of days you set.

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30 minutes, on your own rooms and departments.

  • Response and resolution targets
  • 24/7 or operating hours
  • Warning before a breach
  • Auto-assign by category

Try it: move the clock forward on one ticket

Pick a priority, choose when the clock counts, and add hours. Then set the rules that assign and close tickets.

Demonstration data
Targets per priorityExample values
The clock counts
IT-2035 · example ticketCard terminal at the bar is offline
Reported at 17:12Now: 17:12
ResponseOn track
0 of 1 h counted
ResolutionOn track
0 of 8 h counted
In this demonstration the warning comes at three quarters of a target.
Auto-assign by categoryOne rule per category. Change who gets what, then create a ticket.
New ticket in
Auto-closeResolved tickets close after the number of days you set.
Close after
5 days
IT-2036 · Housekeeping tablet asks for a new passwordResolved. Day 0 of 5.

How it works

  1. 01

    Two targets per priority

    Each priority has a response target and a resolution target: how soon a ticket gets its first answer, and how soon it is resolved.

  2. 02

    24/7 or operating hours

    The clock counts around the clock, or only during your operating hours. Hours outside them are not counted.

  3. 03

    A warning before a breach

    When a ticket gets close to a target, Livion warns before the breach, while there is still time to step in.

  4. 04

    Assigned by category

    A rule per category assigns a new ticket automatically, so it does not sit in the queue waiting for someone to pick it up.

  5. 05

    Closed after the days you set

    You set a number of days. A resolved ticket is closed automatically once they have passed.

Works with

IT operations: Ticket queue and board Setting a ticket to waiting needs a reason and pauses the service-level clock.IT operations: On-call rota and paging A high-priority ticket pages the person on call automatically.Maintenance: SLA deadlines IT and maintenance tickets run on the same service-level engine.Automations IT automations are part of Automations, for example a ticket created by an inbound webhook.

Questions

Can each priority have its own targets?

Yes. Each priority has its own response target and its own resolution target.

Does the clock run at night?

You choose. It counts around the clock, or only during your operating hours.

What happens before a target is missed?

Livion warns before the breach, so that someone can step in.

How are tickets assigned automatically?

By category. A rule says who gets the new tickets of a category.

When does a ticket close by itself?

A resolved ticket is closed automatically after the number of days you set.

See it with your own rooms.

In 30 minutes we show you this on your hotel: your rooms, your departments, your PMS.

Book a demo for your hotel
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