Creating and Maintaining SLA Policies - (Policies Tab) (SLA4)

Sub Banner

The following are instructions for the use of the Policies tab to create and maintain the SLA specifications involved in your solution.

If required, please see the article named Specify SLA Policies for an explanation of when and why to configure Policies, including examples.

Rename, Add or Clone Policies

Rename, Add or Clone Policies

Using the Policies tab it is possible to rename your SLA Policies, add new Policies, or clone an existing Policy.

Rename an Existing Policy

The name of each Policy is displayed in the SLA Assistant in your ticket forms.

To change a name, choose the corresponding Policy from the drop-down list (4) and select the Rename button (5).

Add a new Policy

A new Policy can be introduced to your SLA Management solution by selecting the Add button (6).

This will create a new Policy that can be assigned to your tickets, with default or empty values in all configuration settings.

Clone an Existing Policy

It will often be the case that a new Policy will share many of the specifications associated with one of your existing SLA Plans.

Choose an existing Policy from the drop-down list (4) and select the Clone button (7) to take a copy as the baseline for a new Policy.

Delete an Existing Policy

If no longer required an existing Policy can deleted (7).

However, please be mindful that deleting an existing Policy will remove the option value from the corresponding custom ticket field and thus the historical references will be lost in your reporting data.

Set Labels and Descriptions used in the SLA Assistant

Set Labels and Descriptions used in the SLA Assistant

SLA Plan Description

For each of your SLA Policies it is possible to enter a description to be displayed in the SLA Assistant.

Choose an Policy from the drop-down list (1) and type a description in the placeholder (2).

Event Labels and Descriptions

For each of the events in your implemented model it is possible to set a label and description to be displayed in the SLA Assistant and these values can be different for each of your Policies.

Choose an Policy from the drop-down list (1) and type the Event Label (3) and Event Description (4) in the corresponding placeholder.

Generic Event Names

Please note the reference to the generic event name that corresponds to the equivalent in the Metrics tab.

Capture SLA Event Timing Specifications by System Priority

Capture SLA Event Timing Specifications by System Priority

By default when an new Policy is created it is assumed that there will be a different set of SLA timing specifications for each System Priority value.

If this isn't the case for the chosen Policy (1), select the System Priority radio button (2) to allow capture of SLA event timing specifications per System Priority value (3).

*Note: when SLA's are specified based on System Priority it will be necessary to set a Priority for a ticket before the event completion due dates/times can be calculated and SLA timers can be started.

Enter Event Duration in Hours and Minutes

For each event in your implemented model, it is possible to set the amount of time allowed to complete the event as a number Hours and Minutes.

Enter the required settings in the Hours and Mins cells (4) for each of the Priority values.

*Note: if there is not a requirement to start a timer for a Priority value then set the Hours and Mins to 0 and 00 respectively.

Enter a Warning Time in Minutes

If required it is possible to make use of an additional timer to trigger a warning a specified minutes before the event is due to complete.

Enter the required setting in the Warn cell (5) for each of the Priority values (e.g. 120 mins/2 hrs before the calculated due date/time).  

*Note: if there is not a requirement to start a warning timer for a Priority value then set the Warn to 0.

Setting the SLA Due Date/Time Calculation as the End of Day

Setting the SLA Due Date/Time Calculation as the End of Day

As an alternative to setting the event duration as a specified number of hours and minutes, it is possible to specify the due date/time for completion of the event as the end of a Business day.

This might be the end of the day the ticket arrives, or the end of day that is a specified number of days into the future.

  • Select the Type icon (2) to change switch from duration based times to end of day based times
  • Enter an Offset value (3) representing the number of days in the future to be used in the end of day calculation
  • Enter a Leeway value (4) to indicate a number of minutes before the end of day the ticket must have arrived to meet the end of day event completion

For example:

If the working day is Monday to Friday, 9am through 5pm:

  • If the Offset is set to 0 (zero) and the Leeway is set to 60 and the ticket arrives before 4pm Monday, the due date/time calculation for event completion will be 5pm Monday
  • If the Offset is set to 0 (zero) and the Leeway is set to 60 and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Tuesday
  • However, if the Offset is set to 0 (zero) and the Leeway is set to 0 (zero) and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Monday
  • If the Offset is set to 2 and the Leeway is set to 60 and the ticket arrives before 4pm Monday, the due date/time calculation for event completion will be 5pm Wednesday
  • If the Offset is set to 2 and the Leeway is set to 60 and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Thursday

Capture SLA Event Timing Specifications by Custom Priority

Capture SLA Event Timing Specifications by Custom Priority

It is often the case that there is a need or requirement to make use of an alternative set of Priority values for the purposes of your SLA Management solution.

This is most often the case when the levels of Priority or Severity to be measured exceed the four levels of Zendesk System Priority.

However, this dimension could be based on any custom ticket field drop down used to categorize or classify your tickets.

Specify your SLA's based on a Custom Priority

  • Select the Custom Priority radio button (1)
  • Choose a Custom Priority Field from the presented drop-down (2)
  • Apply your SLA specifications against each of the Custom Priority values provisioned in the matrix (3)

*Note: when SLA's are specified based on Custom Priority it will be necessary to set a value in the corresponding custom ticket field before the event completion due dates/times can be calculated and SLA timers can be started fro the ticket.

Capture SLA Event Timing Specifications without Priority (Singular)

Capture SLA Event Timing Specifications without Priority (Singular)

It is also possible that the Priority or classification of your tickets will have no bearing on one or more of your SLA Policies, in which case it is only necessary to capture a single set of SLA specifications.

Specify your SLA's without consideration for Priority

  • Select the Singular radio button (1)
  • Apply your SLA specifications in the single row provisioned in the matrix (2)

*Note: when SLA's are specified on a Singular basis the event completion due dates/times can be calculated for a ticket and SLA timers can be started without the need to set a Priority .

Taking account of Business Hours and Holidays

Taking account of Business Hours and Holidays

When calculating the due date/time for completion of an event, the calculation will take account of the business operating hours and any non-working days.

When a ticket is created a Region is assigned (see Apply SLA Management to your Tickets) and by default the Business Hours and Holidays associated with the Region will be applied during the calculation of due dates/times for all events.

However, it is possible that there are certain circumstances in which the default must be overridden (1) (see Define Business Hours and Define Non-Working Days for examples).

Override the Region Default

  • If there is a need to override the default business hours, choose the appropriate set of Business Hours from the drop-down (2)
  • If there is a need to override the default non-working days, choose the appropriate set of Holidays from the drop-down (3)
  • If there is a need to use the business hours and/or non-working days associated with the assigned Region, choose Region Default from the drop-downs (4)

*Note: the list of values in the drop-downs are populated by creating new sets of Business Hours and Holidays (see Creating and Maintaining Working Hours and Creating and Maintaining Non-Working Days).

Configuring a Default Policy

Configuring a Default Policy

If your SLA setup has been scoped to allow the setting of a default it is possible to do this from within the Policies tab (see Adjusting the Scope of your SLA Setup).

This Policy will then be used if non of your Policy selection rules apply (see below) and a Policy hasn't been inherited from the corresponding Organization (see Organization or Customer based SLA Assignments).

Select a Policy from the drop-down (1) and check the box to indicate the use of the Policy as the default (2).

Defining Policy Selection Rules

Defining Policy Selection Rules

If your SLA setup has been scoped to allow the policy selection to be determined by ticket data it is possible to do this from within the Policies tab (see Adjusting the Scope of your SLA Setup).

One or more rules can be configured for each Policy to specify the conditions under which the Policy should be assigned to a ticket (see below).

Select the Add button for the corresponding Policy to create a new selection rule (1).

Configure the Conditions for a Selection Rule

Configure the Conditions for a Selection Rule

When defining a Policy selection rule it is possible to specify All of the field values that must be set (2) in order for the Policy to be assigned to a ticket.

In addition or alternatively, it is also possible to specify a list of values Any of which could be set for a field for the Policy assignment to apply (3).

So in the example above the selection rule will be applied if the Priority is 'High' AND (the Type is either 'Incident' OR 'Problem' OR the ticket is submitted within Business Hours).

*Note: the rule definitions work in much the same way as the conditions defined for Zendesk Triggers and the following article provides more detail should a further explanation be required: Understanding trigger conditions and actions

Enter an appropriate label (4) to describe the purpose of the selection rule and select 'OK' to save the rule (5).

Edit or Delete Existing Selection Rules

Edit or Delete Existing Selection Rules

It is possible to create multiple rules with different combinations of field and value selections to ensure all conditions are covered.

If necessary an existing rule can be updated by selecting the corresponding Edit button (1).

Defining Policy Exception Rules

Defining Policy Exception Rules

If your SLA setup has been scoped to allow the configuration exceptions at the policy level to prevent selection under specific circumstances it is possible to do this from within the Policies tab (see Adjusting the Scope of your SLA Setup).

One or more rules can be configured for each Policy to specify the conditions under which the Policy should not be assigned to a ticket (see below).

Select the Add button for the corresponding Policy to create a new exception rule (1).

Configure the Conditions for a Selection Rule

Configure the Conditions for a Selection Rule

When defining a Policy exception rule it is possible to specify All of the field values that must be set (2) to prevent the Policy to be assigned to a ticket.

In addition or alternatively, it is also possible to specify a list of values Any of which could be set for a field to prevent the Policy assignment (3).

So in the example above the exception rule will be applied if the Type is 'Question' AND (the Recipient is either 'eBay' OR 'Amazon').

*Note: the rule definitions work in much the same way as the conditions defined for Zendesk Triggers and the following article provides more detail should a further explanation be required: Understanding trigger conditions and actions

Enter an appropriate label (4) to describe the purpose of the exception rule and select 'OK' to save the rule (5).

Edit or Delete Existing Selection Rules

Edit or Delete Existing Selection Rules

Specify the Precedence of SLA Policy Selection Rules

Specify the Precedence of SLA Policy Selection Rules

The Policy selection and exception rules are applied according to the order fo your SLA Policies in the drop down list (1).

The SLA service will walk through the selection and exception rules for each Policy in this order and if the criteria matches, the Policy will be applied to the ticket and no attempt is made to apply the rules for any subsequent Polices in the list.

This helps to reduce the complexity and number of selection and exception rules by avoiding the need to include conditions that don't apply, simply to avoid a situation in which moire than one Policy selection would otherwise apply.

The order in which your Policy selection and exception rules are applied can be adjusted by selected the Reorder button (2).

 

A dialogue is presented within which it is possible to select each Policy (3) and drag & drop to the appropriate position in the list (4), to ensure that selection and exception rules are applied in the correct sequence.

Creating and Maintaining SLA Policies - (Policies Tab) (SLA4)

Sub Banner

Creating and Maintaining SLA Policies - (Policies Tab) (SLA4)

The following are instructions for the use of the Policies tab to create and maintain the SLA specifications involved in your solution.

If required, please see the article named Specify SLA Policies for an explanation of when and why to configure Policies, including examples.

Rename, Add or Clone Policies

Rename, Add or Clone Policies

Using the Policies tab it is possible to rename your SLA Policies, add new Policies, or clone an existing Policy.

Rename an Existing Policy

The name of each Policy is displayed in the SLA Assistant in your ticket forms.

To change a name, choose the corresponding Policy from the drop-down list (4) and select the Rename button (5).

Add a new Policy

A new Policy can be introduced to your SLA Management solution by selecting the Add button (6).

This will create a new Policy that can be assigned to your tickets, with default or empty values in all configuration settings.

Clone an Existing Policy

It will often be the case that a new Policy will share many of the specifications associated with one of your existing SLA Plans.

Choose an existing Policy from the drop-down list (4) and select the Clone button (7) to take a copy as the baseline for a new Policy.

Delete an Existing Policy

If no longer required an existing Policy can deleted (7).

However, please be mindful that deleting an existing Policy will remove the option value from the corresponding custom ticket field and thus the historical references will be lost in your reporting data.

Set Labels and Descriptions used in the SLA Assistant

Set Labels and Descriptions used in the SLA Assistant

SLA Plan Description

For each of your SLA Policies it is possible to enter a description to be displayed in the SLA Assistant.

Choose an Policy from the drop-down list (1) and type a description in the placeholder (2).

Event Labels and Descriptions

For each of the events in your implemented model it is possible to set a label and description to be displayed in the SLA Assistant and these values can be different for each of your Policies.

Choose an Policy from the drop-down list (1) and type the Event Label (3) and Event Description (4) in the corresponding placeholder.

Generic Event Names

Please note the reference to the generic event name that corresponds to the equivalent in the Metrics tab.

Capture SLA Event Timing Specifications by System Priority

Capture SLA Event Timing Specifications by System Priority

By default when an new Policy is created it is assumed that there will be a different set of SLA timing specifications for each System Priority value.

If this isn't the case for the chosen Policy (1), select the System Priority radio button (2) to allow capture of SLA event timing specifications per System Priority value (3).

*Note: when SLA's are specified based on System Priority it will be necessary to set a Priority for a ticket before the event completion due dates/times can be calculated and SLA timers can be started.

Enter Event Duration in Hours and Minutes

For each event in your implemented model, it is possible to set the amount of time allowed to complete the event as a number Hours and Minutes.

Enter the required settings in the Hours and Mins cells (4) for each of the Priority values.

*Note: if there is not a requirement to start a timer for a Priority value then set the Hours and Mins to 0 and 00 respectively.

Enter a Warning Time in Minutes

If required it is possible to make use of an additional timer to trigger a warning a specified minutes before the event is due to complete.

Enter the required setting in the Warn cell (5) for each of the Priority values (e.g. 120 mins/2 hrs before the calculated due date/time).  

*Note: if there is not a requirement to start a warning timer for a Priority value then set the Warn to 0.

Setting the SLA Due Date/Time Calculation as the End of Day

Setting the SLA Due Date/Time Calculation as the End of Day

As an alternative to setting the event duration as a specified number of hours and minutes, it is possible to specify the due date/time for completion of the event as the end of a Business day.

This might be the end of the day the ticket arrives, or the end of day that is a specified number of days into the future.

  • Select the Type icon (2) to change switch from duration based times to end of day based times
  • Enter an Offset value (3) representing the number of days in the future to be used in the end of day calculation
  • Enter a Leeway value (4) to indicate a number of minutes before the end of day the ticket must have arrived to meet the end of day event completion

For example:

If the working day is Monday to Friday, 9am through 5pm:

  • If the Offset is set to 0 (zero) and the Leeway is set to 60 and the ticket arrives before 4pm Monday, the due date/time calculation for event completion will be 5pm Monday
  • If the Offset is set to 0 (zero) and the Leeway is set to 60 and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Tuesday
  • However, if the Offset is set to 0 (zero) and the Leeway is set to 0 (zero) and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Monday
  • If the Offset is set to 2 and the Leeway is set to 60 and the ticket arrives before 4pm Monday, the due date/time calculation for event completion will be 5pm Wednesday
  • If the Offset is set to 2 and the Leeway is set to 60 and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Thursday

Capture SLA Event Timing Specifications by Custom Priority

Capture SLA Event Timing Specifications by Custom Priority

It is often the case that there is a need or requirement to make use of an alternative set of Priority values for the purposes of your SLA Management solution.

This is most often the case when the levels of Priority or Severity to be measured exceed the four levels of Zendesk System Priority.

However, this dimension could be based on any custom ticket field drop down used to categorize or classify your tickets.

Specify your SLA's based on a Custom Priority

  • Select the Custom Priority radio button (1)
  • Choose a Custom Priority Field from the presented drop-down (2)
  • Apply your SLA specifications against each of the Custom Priority values provisioned in the matrix (3)

*Note: when SLA's are specified based on Custom Priority it will be necessary to set a value in the corresponding custom ticket field before the event completion due dates/times can be calculated and SLA timers can be started fro the ticket.

Capture SLA Event Timing Specifications without Priority (Singular)

Capture SLA Event Timing Specifications without Priority (Singular)

It is also possible that the Priority or classification of your tickets will have no bearing on one or more of your SLA Policies, in which case it is only necessary to capture a single set of SLA specifications.

Specify your SLA's without consideration for Priority

  • Select the Singular radio button (1)
  • Apply your SLA specifications in the single row provisioned in the matrix (2)

*Note: when SLA's are specified on a Singular basis the event completion due dates/times can be calculated for a ticket and SLA timers can be started without the need to set a Priority .

Taking account of Business Hours and Holidays

Taking account of Business Hours and Holidays

When calculating the due date/time for completion of an event, the calculation will take account of the business operating hours and any non-working days.

When a ticket is created a Region is assigned (see Apply SLA Management to your Tickets) and by default the Business Hours and Holidays associated with the Region will be applied during the calculation of due dates/times for all events.

However, it is possible that there are certain circumstances in which the default must be overridden (1) (see Define Business Hours and Define Non-Working Days for examples).

Override the Region Default

  • If there is a need to override the default business hours, choose the appropriate set of Business Hours from the drop-down (2)
  • If there is a need to override the default non-working days, choose the appropriate set of Holidays from the drop-down (3)
  • If there is a need to use the business hours and/or non-working days associated with the assigned Region, choose Region Default from the drop-downs (4)

*Note: the list of values in the drop-downs are populated by creating new sets of Business Hours and Holidays (see Creating and Maintaining Working Hours and Creating and Maintaining Non-Working Days).

Configuring a Default Policy

Configuring a Default Policy

If your SLA setup has been scoped to allow the setting of a default it is possible to do this from within the Policies tab (see Adjusting the Scope of your SLA Setup).

This Policy will then be used if non of your Policy selection rules apply (see below) and a Policy hasn't been inherited from the corresponding Organization (see Organization or Customer based SLA Assignments).

Select a Policy from the drop-down (1) and check the box to indicate the use of the Policy as the default (2).

Defining Policy Selection Rules

Defining Policy Selection Rules

If your SLA setup has been scoped to allow the policy selection to be determined by ticket data it is possible to do this from within the Policies tab (see Adjusting the Scope of your SLA Setup).

One or more rules can be configured for each Policy to specify the conditions under which the Policy should be assigned to a ticket (see below).

Select the Add button for the corresponding Policy to create a new selection rule (1).

Configure the Conditions for a Selection Rule

Configure the Conditions for a Selection Rule

When defining a Policy selection rule it is possible to specify All of the field values that must be set (2) in order for the Policy to be assigned to a ticket.

In addition or alternatively, it is also possible to specify a list of values Any of which could be set for a field for the Policy assignment to apply (3).

So in the example above the selection rule will be applied if the Priority is 'High' AND (the Type is either 'Incident' OR 'Problem' OR the ticket is submitted within Business Hours).

*Note: the rule definitions work in much the same way as the conditions defined for Zendesk Triggers and the following article provides more detail should a further explanation be required: Understanding trigger conditions and actions

Enter an appropriate label (4) to describe the purpose of the selection rule and select 'OK' to save the rule (5).

Edit or Delete Existing Selection Rules

Edit or Delete Existing Selection Rules

It is possible to create multiple rules with different combinations of field and value selections to ensure all conditions are covered.

If necessary an existing rule can be updated by selecting the corresponding Edit button (1).

Defining Policy Exception Rules

Defining Policy Exception Rules

If your SLA setup has been scoped to allow the configuration exceptions at the policy level to prevent selection under specific circumstances it is possible to do this from within the Policies tab (see Adjusting the Scope of your SLA Setup).

One or more rules can be configured for each Policy to specify the conditions under which the Policy should not be assigned to a ticket (see below).

Select the Add button for the corresponding Policy to create a new exception rule (1).

Configure the Conditions for a Selection Rule

Configure the Conditions for a Selection Rule

When defining a Policy exception rule it is possible to specify All of the field values that must be set (2) to prevent the Policy to be assigned to a ticket.

In addition or alternatively, it is also possible to specify a list of values Any of which could be set for a field to prevent the Policy assignment (3).

So in the example above the exception rule will be applied if the Type is 'Question' AND (the Recipient is either 'eBay' OR 'Amazon').

*Note: the rule definitions work in much the same way as the conditions defined for Zendesk Triggers and the following article provides more detail should a further explanation be required: Understanding trigger conditions and actions

Enter an appropriate label (4) to describe the purpose of the exception rule and select 'OK' to save the rule (5).

Edit or Delete Existing Selection Rules

Edit or Delete Existing Selection Rules

Specify the Precedence of SLA Policy Selection Rules

Specify the Precedence of SLA Policy Selection Rules

The Policy selection and exception rules are applied according to the order fo your SLA Policies in the drop down list (1).

The SLA service will walk through the selection and exception rules for each Policy in this order and if the criteria matches, the Policy will be applied to the ticket and no attempt is made to apply the rules for any subsequent Polices in the list.

This helps to reduce the complexity and number of selection and exception rules by avoiding the need to include conditions that don't apply, simply to avoid a situation in which moire than one Policy selection would otherwise apply.

The order in which your Policy selection and exception rules are applied can be adjusted by selected the Reorder button (2).

 

A dialogue is presented within which it is possible to select each Policy (3) and drag & drop to the appropriate position in the list (4), to ensure that selection and exception rules are applied in the correct sequence.

Creating and Maintaining SLA Policies - (Policies Tab) (SLA4)

Sub Banner

The following are instructions for the use of the Policies tab to create and maintain the SLA specifications involved in your solution.

If required, please see the article named Specify SLA Policies for an explanation of when and why to configure Policies, including examples.

Rename, Add or Clone Policies

Rename, Add or Clone Policies

Using the Policies tab it is possible to rename your SLA Policies, add new Policies, or clone an existing Policy.

Rename an Existing Policy

The name of each Policy is displayed in the SLA Assistant in your ticket forms.

To change a name, choose the corresponding Policy from the drop-down list (4) and select the Rename button (5).

Add a new Policy

A new Policy can be introduced to your SLA Management solution by selecting the Add button (6).

This will create a new Policy that can be assigned to your tickets, with default or empty values in all configuration settings.

Clone an Existing Policy

It will often be the case that a new Policy will share many of the specifications associated with one of your existing SLA Plans.

Choose an existing Policy from the drop-down list (4) and select the Clone button (7) to take a copy as the baseline for a new Policy.

Delete an Existing Policy

If no longer required an existing Policy can deleted (7).

However, please be mindful that deleting an existing Policy will remove the option value from the corresponding custom ticket field and thus the historical references will be lost in your reporting data.

Set Labels and Descriptions used in the SLA Assistant

Set Labels and Descriptions used in the SLA Assistant

SLA Plan Description

For each of your SLA Policies it is possible to enter a description to be displayed in the SLA Assistant.

Choose an Policy from the drop-down list (1) and type a description in the placeholder (2).

Event Labels and Descriptions

For each of the events in your implemented model it is possible to set a label and description to be displayed in the SLA Assistant and these values can be different for each of your Policies.

Choose an Policy from the drop-down list (1) and type the Event Label (3) and Event Description (4) in the corresponding placeholder.

Generic Event Names

Please note the reference to the generic event name that corresponds to the equivalent in the Metrics tab.

Capture SLA Event Timing Specifications by System Priority

Capture SLA Event Timing Specifications by System Priority

By default when an new Policy is created it is assumed that there will be a different set of SLA timing specifications for each System Priority value.

If this isn't the case for the chosen Policy (1), select the System Priority radio button (2) to allow capture of SLA event timing specifications per System Priority value (3).

*Note: when SLA's are specified based on System Priority it will be necessary to set a Priority for a ticket before the event completion due dates/times can be calculated and SLA timers can be started.

Enter Event Duration in Hours and Minutes

For each event in your implemented model, it is possible to set the amount of time allowed to complete the event as a number Hours and Minutes.

Enter the required settings in the Hours and Mins cells (4) for each of the Priority values.

*Note: if there is not a requirement to start a timer for a Priority value then set the Hours and Mins to 0 and 00 respectively.

Enter a Warning Time in Minutes

If required it is possible to make use of an additional timer to trigger a warning a specified minutes before the event is due to complete.

Enter the required setting in the Warn cell (5) for each of the Priority values (e.g. 120 mins/2 hrs before the calculated due date/time).  

*Note: if there is not a requirement to start a warning timer for a Priority value then set the Warn to 0.

Setting the SLA Due Date/Time Calculation as the End of Day

Setting the SLA Due Date/Time Calculation as the End of Day

As an alternative to setting the event duration as a specified number of hours and minutes, it is possible to specify the due date/time for completion of the event as the end of a Business day.

This might be the end of the day the ticket arrives, or the end of day that is a specified number of days into the future.

  • Select the Type icon (2) to change switch from duration based times to end of day based times
  • Enter an Offset value (3) representing the number of days in the future to be used in the end of day calculation
  • Enter a Leeway value (4) to indicate a number of minutes before the end of day the ticket must have arrived to meet the end of day event completion

For example:

If the working day is Monday to Friday, 9am through 5pm:

  • If the Offset is set to 0 (zero) and the Leeway is set to 60 and the ticket arrives before 4pm Monday, the due date/time calculation for event completion will be 5pm Monday
  • If the Offset is set to 0 (zero) and the Leeway is set to 60 and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Tuesday
  • However, if the Offset is set to 0 (zero) and the Leeway is set to 0 (zero) and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Monday
  • If the Offset is set to 2 and the Leeway is set to 60 and the ticket arrives before 4pm Monday, the due date/time calculation for event completion will be 5pm Wednesday
  • If the Offset is set to 2 and the Leeway is set to 60 and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Thursday

Capture SLA Event Timing Specifications by Custom Priority

Capture SLA Event Timing Specifications by Custom Priority

It is often the case that there is a need or requirement to make use of an alternative set of Priority values for the purposes of your SLA Management solution.

This is most often the case when the levels of Priority or Severity to be measured exceed the four levels of Zendesk System Priority.

However, this dimension could be based on any custom ticket field drop down used to categorize or classify your tickets.

Specify your SLA's based on a Custom Priority

  • Select the Custom Priority radio button (1)
  • Choose a Custom Priority Field from the presented drop-down (2)
  • Apply your SLA specifications against each of the Custom Priority values provisioned in the matrix (3)

*Note: when SLA's are specified based on Custom Priority it will be necessary to set a value in the corresponding custom ticket field before the event completion due dates/times can be calculated and SLA timers can be started fro the ticket.

Capture SLA Event Timing Specifications without Priority (Singular)

Capture SLA Event Timing Specifications without Priority (Singular)

It is also possible that the Priority or classification of your tickets will have no bearing on one or more of your SLA Policies, in which case it is only necessary to capture a single set of SLA specifications.

Specify your SLA's without consideration for Priority

  • Select the Singular radio button (1)
  • Apply your SLA specifications in the single row provisioned in the matrix (2)

*Note: when SLA's are specified on a Singular basis the event completion due dates/times can be calculated for a ticket and SLA timers can be started without the need to set a Priority .

Taking account of Business Hours and Holidays

Taking account of Business Hours and Holidays

When calculating the due date/time for completion of an event, the calculation will take account of the business operating hours and any non-working days.

When a ticket is created a Region is assigned (see Apply SLA Management to your Tickets) and by default the Business Hours and Holidays associated with the Region will be applied during the calculation of due dates/times for all events.

However, it is possible that there are certain circumstances in which the default must be overridden (1) (see Define Business Hours and Define Non-Working Days for examples).

Override the Region Default

  • If there is a need to override the default business hours, choose the appropriate set of Business Hours from the drop-down (2)
  • If there is a need to override the default non-working days, choose the appropriate set of Holidays from the drop-down (3)
  • If there is a need to use the business hours and/or non-working days associated with the assigned Region, choose Region Default from the drop-downs (4)

*Note: the list of values in the drop-downs are populated by creating new sets of Business Hours and Holidays (see Creating and Maintaining Working Hours and Creating and Maintaining Non-Working Days).

Configuring a Default Policy

Configuring a Default Policy

If your SLA setup has been scoped to allow the setting of a default it is possible to do this from within the Policies tab (see Adjusting the Scope of your SLA Setup).

This Policy will then be used if non of your Policy selection rules apply (see below) and a Policy hasn't been inherited from the corresponding Organization (see Organization or Customer based SLA Assignments).

Select a Policy from the drop-down (1) and check the box to indicate the use of the Policy as the default (2).

Defining Policy Selection Rules

Defining Policy Selection Rules

If your SLA setup has been scoped to allow the policy selection to be determined by ticket data it is possible to do this from within the Policies tab (see Adjusting the Scope of your SLA Setup).

One or more rules can be configured for each Policy to specify the conditions under which the Policy should be assigned to a ticket (see below).

Select the Add button for the corresponding Policy to create a new selection rule (1).

Configure the Conditions for a Selection Rule

Configure the Conditions for a Selection Rule

When defining a Policy selection rule it is possible to specify All of the field values that must be set (2) in order for the Policy to be assigned to a ticket.

In addition or alternatively, it is also possible to specify a list of values Any of which could be set for a field for the Policy assignment to apply (3).

So in the example above the selection rule will be applied if the Priority is 'High' AND (the Type is either 'Incident' OR 'Problem' OR the ticket is submitted within Business Hours).

*Note: the rule definitions work in much the same way as the conditions defined for Zendesk Triggers and the following article provides more detail should a further explanation be required: Understanding trigger conditions and actions

Enter an appropriate label (4) to describe the purpose of the selection rule and select 'OK' to save the rule (5).

Edit or Delete Existing Selection Rules

Edit or Delete Existing Selection Rules

It is possible to create multiple rules with different combinations of field and value selections to ensure all conditions are covered.

If necessary an existing rule can be updated by selecting the corresponding Edit button (1).

Defining Policy Exception Rules

Defining Policy Exception Rules

If your SLA setup has been scoped to allow the configuration exceptions at the policy level to prevent selection under specific circumstances it is possible to do this from within the Policies tab (see Adjusting the Scope of your SLA Setup).

One or more rules can be configured for each Policy to specify the conditions under which the Policy should not be assigned to a ticket (see below).

Select the Add button for the corresponding Policy to create a new exception rule (1).

Configure the Conditions for a Selection Rule

Configure the Conditions for a Selection Rule

When defining a Policy exception rule it is possible to specify All of the field values that must be set (2) to prevent the Policy to be assigned to a ticket.

In addition or alternatively, it is also possible to specify a list of values Any of which could be set for a field to prevent the Policy assignment (3).

So in the example above the exception rule will be applied if the Type is 'Question' AND (the Recipient is either 'eBay' OR 'Amazon').

*Note: the rule definitions work in much the same way as the conditions defined for Zendesk Triggers and the following article provides more detail should a further explanation be required: Understanding trigger conditions and actions

Enter an appropriate label (4) to describe the purpose of the exception rule and select 'OK' to save the rule (5).

Edit or Delete Existing Selection Rules

Edit or Delete Existing Selection Rules

Specify the Precedence of SLA Policy Selection Rules

Specify the Precedence of SLA Policy Selection Rules

The Policy selection and exception rules are applied according to the order fo your SLA Policies in the drop down list (1).

The SLA service will walk through the selection and exception rules for each Policy in this order and if the criteria matches, the Policy will be applied to the ticket and no attempt is made to apply the rules for any subsequent Polices in the list.

This helps to reduce the complexity and number of selection and exception rules by avoiding the need to include conditions that don't apply, simply to avoid a situation in which moire than one Policy selection would otherwise apply.

The order in which your Policy selection and exception rules are applied can be adjusted by selected the Reorder button (2).

 

A dialogue is presented within which it is possible to select each Policy (3) and drag & drop to the appropriate position in the list (4), to ensure that selection and exception rules are applied in the correct sequence.

Creating and Maintaining SLA Policies - (Policies Tab) (SLA4)

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Creating and Maintaining SLA Policies - (Policies Tab) (SLA4)

The following are instructions for the use of the Policies tab to create and maintain the SLA specifications involved in your solution.

If required, please see the article named Specify SLA Policies for an explanation of when and why to configure Policies, including examples.

Rename, Add or Clone Policies

Rename, Add or Clone Policies

Using the Policies tab it is possible to rename your SLA Policies, add new Policies, or clone an existing Policy.

Rename an Existing Policy

The name of each Policy is displayed in the SLA Assistant in your ticket forms.

To change a name, choose the corresponding Policy from the drop-down list (4) and select the Rename button (5).

Add a new Policy

A new Policy can be introduced to your SLA Management solution by selecting the Add button (6).

This will create a new Policy that can be assigned to your tickets, with default or empty values in all configuration settings.

Clone an Existing Policy

It will often be the case that a new Policy will share many of the specifications associated with one of your existing SLA Plans.

Choose an existing Policy from the drop-down list (4) and select the Clone button (7) to take a copy as the baseline for a new Policy.

Delete an Existing Policy

If no longer required an existing Policy can deleted (7).

However, please be mindful that deleting an existing Policy will remove the option value from the corresponding custom ticket field and thus the historical references will be lost in your reporting data.

Set Labels and Descriptions used in the SLA Assistant

Set Labels and Descriptions used in the SLA Assistant

SLA Plan Description

For each of your SLA Policies it is possible to enter a description to be displayed in the SLA Assistant.

Choose an Policy from the drop-down list (1) and type a description in the placeholder (2).

Event Labels and Descriptions

For each of the events in your implemented model it is possible to set a label and description to be displayed in the SLA Assistant and these values can be different for each of your Policies.

Choose an Policy from the drop-down list (1) and type the Event Label (3) and Event Description (4) in the corresponding placeholder.

Generic Event Names

Please note the reference to the generic event name that corresponds to the equivalent in the Metrics tab.

Capture SLA Event Timing Specifications by System Priority

Capture SLA Event Timing Specifications by System Priority

By default when an new Policy is created it is assumed that there will be a different set of SLA timing specifications for each System Priority value.

If this isn't the case for the chosen Policy (1), select the System Priority radio button (2) to allow capture of SLA event timing specifications per System Priority value (3).

*Note: when SLA's are specified based on System Priority it will be necessary to set a Priority for a ticket before the event completion due dates/times can be calculated and SLA timers can be started.

Enter Event Duration in Hours and Minutes

For each event in your implemented model, it is possible to set the amount of time allowed to complete the event as a number Hours and Minutes.

Enter the required settings in the Hours and Mins cells (4) for each of the Priority values.

*Note: if there is not a requirement to start a timer for a Priority value then set the Hours and Mins to 0 and 00 respectively.

Enter a Warning Time in Minutes

If required it is possible to make use of an additional timer to trigger a warning a specified minutes before the event is due to complete.

Enter the required setting in the Warn cell (5) for each of the Priority values (e.g. 120 mins/2 hrs before the calculated due date/time).  

*Note: if there is not a requirement to start a warning timer for a Priority value then set the Warn to 0.

Setting the SLA Due Date/Time Calculation as the End of Day

Setting the SLA Due Date/Time Calculation as the End of Day

As an alternative to setting the event duration as a specified number of hours and minutes, it is possible to specify the due date/time for completion of the event as the end of a Business day.

This might be the end of the day the ticket arrives, or the end of day that is a specified number of days into the future.

  • Select the Type icon (2) to change switch from duration based times to end of day based times
  • Enter an Offset value (3) representing the number of days in the future to be used in the end of day calculation
  • Enter a Leeway value (4) to indicate a number of minutes before the end of day the ticket must have arrived to meet the end of day event completion

For example:

If the working day is Monday to Friday, 9am through 5pm:

  • If the Offset is set to 0 (zero) and the Leeway is set to 60 and the ticket arrives before 4pm Monday, the due date/time calculation for event completion will be 5pm Monday
  • If the Offset is set to 0 (zero) and the Leeway is set to 60 and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Tuesday
  • However, if the Offset is set to 0 (zero) and the Leeway is set to 0 (zero) and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Monday
  • If the Offset is set to 2 and the Leeway is set to 60 and the ticket arrives before 4pm Monday, the due date/time calculation for event completion will be 5pm Wednesday
  • If the Offset is set to 2 and the Leeway is set to 60 and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Thursday

Capture SLA Event Timing Specifications by Custom Priority

Capture SLA Event Timing Specifications by Custom Priority

It is often the case that there is a need or requirement to make use of an alternative set of Priority values for the purposes of your SLA Management solution.

This is most often the case when the levels of Priority or Severity to be measured exceed the four levels of Zendesk System Priority.

However, this dimension could be based on any custom ticket field drop down used to categorize or classify your tickets.

Specify your SLA's based on a Custom Priority

  • Select the Custom Priority radio button (1)
  • Choose a Custom Priority Field from the presented drop-down (2)
  • Apply your SLA specifications against each of the Custom Priority values provisioned in the matrix (3)

*Note: when SLA's are specified based on Custom Priority it will be necessary to set a value in the corresponding custom ticket field before the event completion due dates/times can be calculated and SLA timers can be started fro the ticket.

Capture SLA Event Timing Specifications without Priority (Singular)

Capture SLA Event Timing Specifications without Priority (Singular)

It is also possible that the Priority or classification of your tickets will have no bearing on one or more of your SLA Policies, in which case it is only necessary to capture a single set of SLA specifications.

Specify your SLA's without consideration for Priority

  • Select the Singular radio button (1)
  • Apply your SLA specifications in the single row provisioned in the matrix (2)

*Note: when SLA's are specified on a Singular basis the event completion due dates/times can be calculated for a ticket and SLA timers can be started without the need to set a Priority .

Taking account of Business Hours and Holidays

Taking account of Business Hours and Holidays

When calculating the due date/time for completion of an event, the calculation will take account of the business operating hours and any non-working days.

When a ticket is created a Region is assigned (see Apply SLA Management to your Tickets) and by default the Business Hours and Holidays associated with the Region will be applied during the calculation of due dates/times for all events.

However, it is possible that there are certain circumstances in which the default must be overridden (1) (see Define Business Hours and Define Non-Working Days for examples).

Override the Region Default

  • If there is a need to override the default business hours, choose the appropriate set of Business Hours from the drop-down (2)
  • If there is a need to override the default non-working days, choose the appropriate set of Holidays from the drop-down (3)
  • If there is a need to use the business hours and/or non-working days associated with the assigned Region, choose Region Default from the drop-downs (4)

*Note: the list of values in the drop-downs are populated by creating new sets of Business Hours and Holidays (see Creating and Maintaining Working Hours and Creating and Maintaining Non-Working Days).

Configuring a Default Policy

Configuring a Default Policy

If your SLA setup has been scoped to allow the setting of a default it is possible to do this from within the Policies tab (see Adjusting the Scope of your SLA Setup).

This Policy will then be used if non of your Policy selection rules apply (see below) and a Policy hasn't been inherited from the corresponding Organization (see Organization or Customer based SLA Assignments).

Select a Policy from the drop-down (1) and check the box to indicate the use of the Policy as the default (2).

Defining Policy Selection Rules

Defining Policy Selection Rules

If your SLA setup has been scoped to allow the policy selection to be determined by ticket data it is possible to do this from within the Policies tab (see Adjusting the Scope of your SLA Setup).

One or more rules can be configured for each Policy to specify the conditions under which the Policy should be assigned to a ticket (see below).

Select the Add button for the corresponding Policy to create a new selection rule (1).

Configure the Conditions for a Selection Rule

Configure the Conditions for a Selection Rule

When defining a Policy selection rule it is possible to specify All of the field values that must be set (2) in order for the Policy to be assigned to a ticket.

In addition or alternatively, it is also possible to specify a list of values Any of which could be set for a field for the Policy assignment to apply (3).

So in the example above the selection rule will be applied if the Priority is 'High' AND (the Type is either 'Incident' OR 'Problem' OR the ticket is submitted within Business Hours).

*Note: the rule definitions work in much the same way as the conditions defined for Zendesk Triggers and the following article provides more detail should a further explanation be required: Understanding trigger conditions and actions

Enter an appropriate label (4) to describe the purpose of the selection rule and select 'OK' to save the rule (5).

Edit or Delete Existing Selection Rules

Edit or Delete Existing Selection Rules

It is possible to create multiple rules with different combinations of field and value selections to ensure all conditions are covered.

If necessary an existing rule can be updated by selecting the corresponding Edit button (1).

Defining Policy Exception Rules

Defining Policy Exception Rules

If your SLA setup has been scoped to allow the configuration exceptions at the policy level to prevent selection under specific circumstances it is possible to do this from within the Policies tab (see Adjusting the Scope of your SLA Setup).

One or more rules can be configured for each Policy to specify the conditions under which the Policy should not be assigned to a ticket (see below).

Select the Add button for the corresponding Policy to create a new exception rule (1).

Configure the Conditions for a Selection Rule

Configure the Conditions for a Selection Rule

When defining a Policy exception rule it is possible to specify All of the field values that must be set (2) to prevent the Policy to be assigned to a ticket.

In addition or alternatively, it is also possible to specify a list of values Any of which could be set for a field to prevent the Policy assignment (3).

So in the example above the exception rule will be applied if the Type is 'Question' AND (the Recipient is either 'eBay' OR 'Amazon').

*Note: the rule definitions work in much the same way as the conditions defined for Zendesk Triggers and the following article provides more detail should a further explanation be required: Understanding trigger conditions and actions

Enter an appropriate label (4) to describe the purpose of the exception rule and select 'OK' to save the rule (5).

Edit or Delete Existing Selection Rules

Edit or Delete Existing Selection Rules

Specify the Precedence of SLA Policy Selection Rules

Specify the Precedence of SLA Policy Selection Rules

The Policy selection and exception rules are applied according to the order fo your SLA Policies in the drop down list (1).

The SLA service will walk through the selection and exception rules for each Policy in this order and if the criteria matches, the Policy will be applied to the ticket and no attempt is made to apply the rules for any subsequent Polices in the list.

This helps to reduce the complexity and number of selection and exception rules by avoiding the need to include conditions that don't apply, simply to avoid a situation in which moire than one Policy selection would otherwise apply.

The order in which your Policy selection and exception rules are applied can be adjusted by selected the Reorder button (2).

 

A dialogue is presented within which it is possible to select each Policy (3) and drag & drop to the appropriate position in the list (4), to ensure that selection and exception rules are applied in the correct sequence.