The following are instructions for the use of the Scope tab to control when to switch on and off SLA processing and determine which tickets should have SLA measurements applied.
However, it is also sometimes the case that only a specific type of ticket should be placed under SLA measurement, or there might be exceptions under which SLA measurement shouldn't be applied.
This tab is used to specify global exception rules to prevent certain types or category of tickets from being placed under SLA Measurement.
Activating SLA Management Processing
When your CloudSET SLA solution is first installed it will be configured to prevent SLA measurements being applied to your tickets until everything has been fully configured and tested.
Once testing is complete and your agents and administrators have been fully informed and trained in their role and responsibilities within the SLA process and enabling functionality, the Activation Mode should be switched to 'Go Live' (1).
When the configurations are saved with this setting in place a trigger will be generated to apply a tag ('assign_sla4') to all newly created tickets, causing a request to the CloudSET SLA Service to start SLA measurement and monitoring.
If at any time there is requirement to stop SLA being applied to new tickets, then this can be achieved by resetting the Activation Mode to 'Testing' (2).
Then when the configurations are saved the trigger will be applied preventing the 'assign_sla4' tag being applied to new tickets.
Whilst in testing mode SLA measurement and monitoring will only be applied to tickest if the 'assign_sla4' tag is applied manually.
Enter any Global Exceptions
Select Add to create one or more exception rules (1).
When defining an exception rule it is possible to specify All of the field values that must be set (3) for the exception to apply preventing SLA performance measurement for 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 exception to apply (4).
So in the example above the exception rule will be applied if the Priority is 'Low' AND the assigned Group is 'After-Hours Reports Group' AND the Type is either 'Question' OR 'Incident'.
*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 (5) to describe the purpose of the exception rule and select 'OK' to save the rule (6).
Edit or Delete Existing Global Exception Rules
It is possible to create multiple rules with different combinations of field and value selections to ensure all exceptions are covered.
If necessary an existing rule can be updated by selecting the corresponding Edit button (1).