Creating and Maintaining Regions - (Regions Tab) (SLA4)

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

If required, please see the article named Specify Regions for an explanation of when and why to configure non-working days, including examples.

Using the Regions tab it is possible to rename Region sets, or Add new sets of Regions.

Rename an Existing Region set

The name of each Region set is referenced in the SLA Assistant within drop-downs for selection against Organizations when assigning an SLA.

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

Add a new Region set

A new Region set can be introduced to your SLA Management solution by selecting the New button (6).

This will create a new region set that can be selected within the drop-downs for selection against Organizations when assigning an SLA, with default or empty values in all configuration settings.

Delete an Existing Region

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

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that deleting an existing Region will remove the option value from the corresponding custom ticket field and thus the historical references will be lost in your reporting data.

Set the Description used in the SLA Assistant

Region Description

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

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

Select a Regional Timezone, Default Business Hours and Holidays

Regional Timezone

The regional timezone will determine the geographical location of the customer raising a ticket and hence is used to establish if and when the business hours apply to the ticket.

  • Drag the red pin to the location on the map that is closest to the customers that will be submitting the tickets assigned to this Region (1).
  • The name of the city associated with the chosen location is automatically selected in the drop-down (2).
  • Alternatively, the name of the closest city can be selected manually from the drop-down (2) if a more precise setting is required.

Default Business Hours

The default working hours will be applied during calculations unless overridden in the Policies tab for a specific event and/or priority level.

  • Select a set of Business Hours from the list available in the drop-down (3).

Default Public Holidays

The default public holidays will be applied during calculations unless overridden in the SLA Plan tab for a specific event and/or priority level.

  • Select a set of Holidays from the list available in the drop-down (4).

For example:

If the default Business Hours for the Region assigned to a ticket are All Day Monday thru Friday, Friday 4th July is listed as a Holiday and an initial response is required within 1 hr of ticket creation:

  • If a ticket is created 1am US East Coast time Friday 4th July by a customer based in US East Coast, the due date/time for an initial response will be calculated as Monday 7th July 1am EST
  • However, if a ticket is created 1am US East Coast time Friday 4th July by a customer based in US West Coast, the due date/time for an initial response will be calculated as Thursday 3rd July 11pm PST

 

Configuring a Default Region

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 Region will then be used if none of your Region selection rules apply (see below) and a Region hasn't been inherited from the corresponding Organization (see Organization or Customer based SLA Assignments).

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

Defining Region Selection Rules

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

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

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

Configure the Conditions for a Selection Rule

Configure the Conditions for a Selection Rule

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

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 Region Exception Rules

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

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

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

Configure the Conditions for a Selection Rule

Configure the Conditions for a Selection Rule

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

Specify the Precedence of SLA Region Selection Rules

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

The SLA service will walk through the selection and exception rules for each Region in this order and if the criteria matches, the Region 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 Region selection would otherwise apply.

The order in which your Region 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 Region (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 Regions - (Regions Tab) (SLA4)

Sub Banner

Creating and Maintaining Regions - (Regions Tab) (SLA4)

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

If required, please see the article named Specify Regions for an explanation of when and why to configure non-working days, including examples.

Using the Regions tab it is possible to rename Region sets, or Add new sets of Regions.

Rename an Existing Region set

The name of each Region set is referenced in the SLA Assistant within drop-downs for selection against Organizations when assigning an SLA.

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

Add a new Region set

A new Region set can be introduced to your SLA Management solution by selecting the New button (6).

This will create a new region set that can be selected within the drop-downs for selection against Organizations when assigning an SLA, with default or empty values in all configuration settings.

Delete an Existing Region

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

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

Set the Description used in the SLA Assistant

Region Description

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

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

Select a Regional Timezone, Default Business Hours and Holidays

Regional Timezone

The regional timezone will determine the geographical location of the customer raising a ticket and hence is used to establish if and when the business hours apply to the ticket.

  • Drag the red pin to the location on the map that is closest to the customers that will be submitting the tickets assigned to this Region (1).
  • The name of the city associated with the chosen location is automatically selected in the drop-down (2).
  • Alternatively, the name of the closest city can be selected manually from the drop-down (2) if a more precise setting is required.

Default Business Hours

The default working hours will be applied during calculations unless overridden in the Policies tab for a specific event and/or priority level.

  • Select a set of Business Hours from the list available in the drop-down (3).

Default Public Holidays

The default public holidays will be applied during calculations unless overridden in the SLA Plan tab for a specific event and/or priority level.

  • Select a set of Holidays from the list available in the drop-down (4).

For example:

If the default Business Hours for the Region assigned to a ticket are All Day Monday thru Friday, Friday 4th July is listed as a Holiday and an initial response is required within 1 hr of ticket creation:

  • If a ticket is created 1am US East Coast time Friday 4th July by a customer based in US East Coast, the due date/time for an initial response will be calculated as Monday 7th July 1am EST
  • However, if a ticket is created 1am US East Coast time Friday 4th July by a customer based in US West Coast, the due date/time for an initial response will be calculated as Thursday 3rd July 11pm PST

 

Configuring a Default Region

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 Region will then be used if none of your Region selection rules apply (see below) and a Region hasn't been inherited from the corresponding Organization (see Organization or Customer based SLA Assignments).

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

Defining Region Selection Rules

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

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

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

Configure the Conditions for a Selection Rule

Configure the Conditions for a Selection Rule

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

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 Region Exception Rules

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

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

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

Configure the Conditions for a Selection Rule

Configure the Conditions for a Selection Rule

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

Specify the Precedence of SLA Region Selection Rules

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

The SLA service will walk through the selection and exception rules for each Region in this order and if the criteria matches, the Region 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 Region selection would otherwise apply.

The order in which your Region 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 Region (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 Regions - (Regions Tab) (SLA4)

Sub Banner

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

If required, please see the article named Specify Regions for an explanation of when and why to configure non-working days, including examples.

Using the Regions tab it is possible to rename Region sets, or Add new sets of Regions.

Rename an Existing Region set

The name of each Region set is referenced in the SLA Assistant within drop-downs for selection against Organizations when assigning an SLA.

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

Add a new Region set

A new Region set can be introduced to your SLA Management solution by selecting the New button (6).

This will create a new region set that can be selected within the drop-downs for selection against Organizations when assigning an SLA, with default or empty values in all configuration settings.

Delete an Existing Region

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

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

Set the Description used in the SLA Assistant

Region Description

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

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

Select a Regional Timezone, Default Business Hours and Holidays

Regional Timezone

The regional timezone will determine the geographical location of the customer raising a ticket and hence is used to establish if and when the business hours apply to the ticket.

  • Drag the red pin to the location on the map that is closest to the customers that will be submitting the tickets assigned to this Region (1).
  • The name of the city associated with the chosen location is automatically selected in the drop-down (2).
  • Alternatively, the name of the closest city can be selected manually from the drop-down (2) if a more precise setting is required.

Default Business Hours

The default working hours will be applied during calculations unless overridden in the Policies tab for a specific event and/or priority level.

  • Select a set of Business Hours from the list available in the drop-down (3).

Default Public Holidays

The default public holidays will be applied during calculations unless overridden in the SLA Plan tab for a specific event and/or priority level.

  • Select a set of Holidays from the list available in the drop-down (4).

For example:

If the default Business Hours for the Region assigned to a ticket are All Day Monday thru Friday, Friday 4th July is listed as a Holiday and an initial response is required within 1 hr of ticket creation:

  • If a ticket is created 1am US East Coast time Friday 4th July by a customer based in US East Coast, the due date/time for an initial response will be calculated as Monday 7th July 1am EST
  • However, if a ticket is created 1am US East Coast time Friday 4th July by a customer based in US West Coast, the due date/time for an initial response will be calculated as Thursday 3rd July 11pm PST

 

Configuring a Default Region

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 Region will then be used if none of your Region selection rules apply (see below) and a Region hasn't been inherited from the corresponding Organization (see Organization or Customer based SLA Assignments).

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

Defining Region Selection Rules

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

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

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

Configure the Conditions for a Selection Rule

Configure the Conditions for a Selection Rule

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

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 Region Exception Rules

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

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

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

Configure the Conditions for a Selection Rule

Configure the Conditions for a Selection Rule

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

Specify the Precedence of SLA Region Selection Rules

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

The SLA service will walk through the selection and exception rules for each Region in this order and if the criteria matches, the Region 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 Region selection would otherwise apply.

The order in which your Region 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 Region (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 Regions - (Regions Tab) (SLA4)

Sub Banner

Creating and Maintaining Regions - (Regions Tab) (SLA4)

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

If required, please see the article named Specify Regions for an explanation of when and why to configure non-working days, including examples.

Using the Regions tab it is possible to rename Region sets, or Add new sets of Regions.

Rename an Existing Region set

The name of each Region set is referenced in the SLA Assistant within drop-downs for selection against Organizations when assigning an SLA.

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

Add a new Region set

A new Region set can be introduced to your SLA Management solution by selecting the New button (6).

This will create a new region set that can be selected within the drop-downs for selection against Organizations when assigning an SLA, with default or empty values in all configuration settings.

Delete an Existing Region

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

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

Set the Description used in the SLA Assistant

Region Description

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

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

Select a Regional Timezone, Default Business Hours and Holidays

Regional Timezone

The regional timezone will determine the geographical location of the customer raising a ticket and hence is used to establish if and when the business hours apply to the ticket.

  • Drag the red pin to the location on the map that is closest to the customers that will be submitting the tickets assigned to this Region (1).
  • The name of the city associated with the chosen location is automatically selected in the drop-down (2).
  • Alternatively, the name of the closest city can be selected manually from the drop-down (2) if a more precise setting is required.

Default Business Hours

The default working hours will be applied during calculations unless overridden in the Policies tab for a specific event and/or priority level.

  • Select a set of Business Hours from the list available in the drop-down (3).

Default Public Holidays

The default public holidays will be applied during calculations unless overridden in the SLA Plan tab for a specific event and/or priority level.

  • Select a set of Holidays from the list available in the drop-down (4).

For example:

If the default Business Hours for the Region assigned to a ticket are All Day Monday thru Friday, Friday 4th July is listed as a Holiday and an initial response is required within 1 hr of ticket creation:

  • If a ticket is created 1am US East Coast time Friday 4th July by a customer based in US East Coast, the due date/time for an initial response will be calculated as Monday 7th July 1am EST
  • However, if a ticket is created 1am US East Coast time Friday 4th July by a customer based in US West Coast, the due date/time for an initial response will be calculated as Thursday 3rd July 11pm PST

 

Configuring a Default Region

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 Region will then be used if none of your Region selection rules apply (see below) and a Region hasn't been inherited from the corresponding Organization (see Organization or Customer based SLA Assignments).

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

Defining Region Selection Rules

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

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

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

Configure the Conditions for a Selection Rule

Configure the Conditions for a Selection Rule

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

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 Region Exception Rules

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

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

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

Configure the Conditions for a Selection Rule

Configure the Conditions for a Selection Rule

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

Specify the Precedence of SLA Region Selection Rules

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

The SLA service will walk through the selection and exception rules for each Region in this order and if the criteria matches, the Region 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 Region selection would otherwise apply.

The order in which your Region 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 Region (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.