Team Capacity & Request SLA
Track open workload, set team capacity, and monitor service turnaround commitments.
Team Capacity & Request SLA
Use Reports > Team capacity to compare declared capacity with open workload, and Reports > SLA to review request turnaround. Each requires the corresponding feature on the workspace owner's plan and permission to view all requests. Updating capacity or cost rates also requires permission to manage workspace members.
Set Weekly Capacity
- Open Reports > Team capacity.
- Find a team member and click their capacity value.
- Enter weekly capacity in whole hours and click the checkmark to save. Leave it blank to clear the value.
- If you use cost reporting, edit their cost rate in the same table and save it.
The board shows human team members with user accounts. It lists open requests, their allocated hours, breached work, and utilization.
Utilization is open allocated hours divided by the member's declared weekly capacity. It is a workload comparison, not a report of hours actually tracked during the current week. The load uses each request's primary assignee; it is not divided across every additional assignee. Completed, closed, cancelled, and archived requests are excluded.
A blank or zero capacity has no utilization percentage. Review assigned work and allocated hours before interpreting the board as available time.
Set Service Turnaround
- Open Services and create or edit the service.
- In its advanced settings, enter Turnaround hours.
- Save the service.
- Review the SLA badge on requests that use that service.
Leave turnaround blank when no SLA should apply. The due time is based on the request's activation time when present, otherwise its creation time, plus the turnaround in elapsed hours. The calculation does not skip nights, weekends, or holidays.
For purchased requests, the agreed purchase configuration supplies turnaround. Changing the current service does not replace a purchased request's original agreement or automatically rewrite an initialized due time.
Understand SLA Status
| Status | Meaning |
|---|---|
| On track | The request remains within its turnaround window. |
| At risk | At least 80% of the window has elapsed and the request is still open. |
| Breached | The due time passed before completion, or the work completed late. |
| Met | The request completed on or before its due time. |
The request sidebar shows its SLA badge and due information when an SLA applies. A request without a configured due time has no SLA status.
Review the SLA Report
Open Reports > SLA, choose the available date range, and review the summary and assignee breakdown. The hit rate compares completed-on-time work with completed-late work and open overdue work. Open requests that are still within their deadline do not yet enter that resolved-result calculation.
Dates filter requests by when they were created. The assignee breakdown uses the primary assignee. Check these details when comparing the SLA report with another report or an external spreadsheet.
Troubleshooting
- Capacity or SLA is missing: check the owner's plan, report permissions, and sidebar visibility.
- Saving capacity fails: check member-management permission and use a whole number from 0 to 1,000.
- No SLA badge appears: confirm the service has turnaround configured and that the request has a due time.
- Utilization looks high: inspect all open allocated work, not only requests created this week.