Apply SLA Management to your Tickets (SLA4)

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Once all SLA specifications have been identified and configured and your solution has been generated, it might be necessary to implement any additional rules that determine if SLA should be applied to a ticket and which if so SLA Policy and which Region is assigned to each ticket.

The assignment of the appropriate SLA Policy is generally carried out when the ticket is first created based on the organization associated with the submitter of the ticket and/or any additional business rules such as the type of ticket or alternative ticket classifications.

However, the SLA assignment might change if the information recorded against the ticket is updated and an alternative Policy selection rule or exception rule applies.

Assigning an SLA Policy based on Ticket Data

Assigning an SLA Policy based on Ticket Data

If your setup has been configured to assign an SLA Policy based on the value of ticket data, then the rules to determine if an SLA Policy should or shouldn't be applied are configured using the CloudSET SLA Configuration tool (see Defining Policy Selection Rules and Defining Policy Exception Rules in the following article: Creating and Maintaining SLA Policies - (Policies Tab)).

Global level exceptions might also have been defined to prevent SLA assignment to tickets regardless of any specific Policy (see Enter any Global Exceptions in the following article: Adjusting the Scope of your SLA Setup).

Assigning an SLA Policy based on Organization Data

Assigning an SLA Policy based on Organization Data

If your setup has been configured to assign an SLA Policy based on the value of organization data (see Control How Policies are Assigned to Tickets in the folowing article: Adjusting the Scope of your SLA Setup), then it will be necessary select a Policy from the list in the generated Organization Field for each of your Organizations.

This will ensure the SLA Policy associated with the Organization will be inherited by all tickets created by members of the Organization and the following article provides full instructions explaining how to achieve this: Organization or Customer based SLA Assignments.

Overriding the SLA Policy Organization Data using Ticket Data

Overriding the SLA Policy Organization Data using Ticket Data

If your setup makes use of mixed methods (see Control How Policies are Assigned to Tickets in the following article: Adjusting the Scope of your SLA Setup), then it is possible that the Organization Field value might be overriden by a Policy selection or exception rule.

If an Organization Field value hasn't been selected for an Organization, then the Default Policy will be applied (see Configuring a Default Policy in the following article: Creating and Maintaining SLA Policies - (Policies Tab)).

Assigning Regions using Organization Data

Assigning Regions using Organization Data

If your setup makes use of a single Region then this will usually be applied to all tickets by the generated trigger named 'SLA3 Assign Default Region'.

However, if you make use of multiple alternative Regions it will further refine your configurations and depending upon your requirements, introduce some additional triggers to ensure the correct Region is assigned.

The following article provides a full explanation and instructions in the use of each available option: Working with Multiple Regions (SLA4)

Apply SLA Management to your Tickets (SLA4)

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Apply SLA Management to your Tickets (SLA4)

Once all SLA specifications have been identified and configured and your solution has been generated, it might be necessary to implement any additional rules that determine if SLA should be applied to a ticket and which if so SLA Policy and which Region is assigned to each ticket.

The assignment of the appropriate SLA Policy is generally carried out when the ticket is first created based on the organization associated with the submitter of the ticket and/or any additional business rules such as the type of ticket or alternative ticket classifications.

However, the SLA assignment might change if the information recorded against the ticket is updated and an alternative Policy selection rule or exception rule applies.

Assigning an SLA Policy based on Ticket Data

Assigning an SLA Policy based on Ticket Data

If your setup has been configured to assign an SLA Policy based on the value of ticket data, then the rules to determine if an SLA Policy should or shouldn't be applied are configured using the CloudSET SLA Configuration tool (see Defining Policy Selection Rules and Defining Policy Exception Rules in the following article: Creating and Maintaining SLA Policies - (Policies Tab)).

Global level exceptions might also have been defined to prevent SLA assignment to tickets regardless of any specific Policy (see Enter any Global Exceptions in the following article: Adjusting the Scope of your SLA Setup).

Assigning an SLA Policy based on Organization Data

Assigning an SLA Policy based on Organization Data

If your setup has been configured to assign an SLA Policy based on the value of organization data (see Control How Policies are Assigned to Tickets in the folowing article: Adjusting the Scope of your SLA Setup), then it will be necessary select a Policy from the list in the generated Organization Field for each of your Organizations.

This will ensure the SLA Policy associated with the Organization will be inherited by all tickets created by members of the Organization and the following article provides full instructions explaining how to achieve this: Organization or Customer based SLA Assignments.

Overriding the SLA Policy Organization Data using Ticket Data

Overriding the SLA Policy Organization Data using Ticket Data

If your setup makes use of mixed methods (see Control How Policies are Assigned to Tickets in the following article: Adjusting the Scope of your SLA Setup), then it is possible that the Organization Field value might be overriden by a Policy selection or exception rule.

If an Organization Field value hasn't been selected for an Organization, then the Default Policy will be applied (see Configuring a Default Policy in the following article: Creating and Maintaining SLA Policies - (Policies Tab)).

Assigning Regions using Organization Data

Assigning Regions using Organization Data

If your setup makes use of a single Region then this will usually be applied to all tickets by the generated trigger named 'SLA3 Assign Default Region'.

However, if you make use of multiple alternative Regions it will further refine your configurations and depending upon your requirements, introduce some additional triggers to ensure the correct Region is assigned.

The following article provides a full explanation and instructions in the use of each available option: Working with Multiple Regions (SLA4)

Apply SLA Management to your Tickets (SLA4)

Sub Banner

Once all SLA specifications have been identified and configured and your solution has been generated, it might be necessary to implement any additional rules that determine if SLA should be applied to a ticket and which if so SLA Policy and which Region is assigned to each ticket.

The assignment of the appropriate SLA Policy is generally carried out when the ticket is first created based on the organization associated with the submitter of the ticket and/or any additional business rules such as the type of ticket or alternative ticket classifications.

However, the SLA assignment might change if the information recorded against the ticket is updated and an alternative Policy selection rule or exception rule applies.

Assigning an SLA Policy based on Ticket Data

Assigning an SLA Policy based on Ticket Data

If your setup has been configured to assign an SLA Policy based on the value of ticket data, then the rules to determine if an SLA Policy should or shouldn't be applied are configured using the CloudSET SLA Configuration tool (see Defining Policy Selection Rules and Defining Policy Exception Rules in the following article: Creating and Maintaining SLA Policies - (Policies Tab)).

Global level exceptions might also have been defined to prevent SLA assignment to tickets regardless of any specific Policy (see Enter any Global Exceptions in the following article: Adjusting the Scope of your SLA Setup).

Assigning an SLA Policy based on Organization Data

Assigning an SLA Policy based on Organization Data

If your setup has been configured to assign an SLA Policy based on the value of organization data (see Control How Policies are Assigned to Tickets in the folowing article: Adjusting the Scope of your SLA Setup), then it will be necessary select a Policy from the list in the generated Organization Field for each of your Organizations.

This will ensure the SLA Policy associated with the Organization will be inherited by all tickets created by members of the Organization and the following article provides full instructions explaining how to achieve this: Organization or Customer based SLA Assignments.

Overriding the SLA Policy Organization Data using Ticket Data

Overriding the SLA Policy Organization Data using Ticket Data

If your setup makes use of mixed methods (see Control How Policies are Assigned to Tickets in the following article: Adjusting the Scope of your SLA Setup), then it is possible that the Organization Field value might be overriden by a Policy selection or exception rule.

If an Organization Field value hasn't been selected for an Organization, then the Default Policy will be applied (see Configuring a Default Policy in the following article: Creating and Maintaining SLA Policies - (Policies Tab)).

Assigning Regions using Organization Data

Assigning Regions using Organization Data

If your setup makes use of a single Region then this will usually be applied to all tickets by the generated trigger named 'SLA3 Assign Default Region'.

However, if you make use of multiple alternative Regions it will further refine your configurations and depending upon your requirements, introduce some additional triggers to ensure the correct Region is assigned.

The following article provides a full explanation and instructions in the use of each available option: Working with Multiple Regions (SLA4)

Apply SLA Management to your Tickets (SLA4)

Sub Banner

Apply SLA Management to your Tickets (SLA4)

Once all SLA specifications have been identified and configured and your solution has been generated, it might be necessary to implement any additional rules that determine if SLA should be applied to a ticket and which if so SLA Policy and which Region is assigned to each ticket.

The assignment of the appropriate SLA Policy is generally carried out when the ticket is first created based on the organization associated with the submitter of the ticket and/or any additional business rules such as the type of ticket or alternative ticket classifications.

However, the SLA assignment might change if the information recorded against the ticket is updated and an alternative Policy selection rule or exception rule applies.

Assigning an SLA Policy based on Ticket Data

Assigning an SLA Policy based on Ticket Data

If your setup has been configured to assign an SLA Policy based on the value of ticket data, then the rules to determine if an SLA Policy should or shouldn't be applied are configured using the CloudSET SLA Configuration tool (see Defining Policy Selection Rules and Defining Policy Exception Rules in the following article: Creating and Maintaining SLA Policies - (Policies Tab)).

Global level exceptions might also have been defined to prevent SLA assignment to tickets regardless of any specific Policy (see Enter any Global Exceptions in the following article: Adjusting the Scope of your SLA Setup).

Assigning an SLA Policy based on Organization Data

Assigning an SLA Policy based on Organization Data

If your setup has been configured to assign an SLA Policy based on the value of organization data (see Control How Policies are Assigned to Tickets in the folowing article: Adjusting the Scope of your SLA Setup), then it will be necessary select a Policy from the list in the generated Organization Field for each of your Organizations.

This will ensure the SLA Policy associated with the Organization will be inherited by all tickets created by members of the Organization and the following article provides full instructions explaining how to achieve this: Organization or Customer based SLA Assignments.

Overriding the SLA Policy Organization Data using Ticket Data

Overriding the SLA Policy Organization Data using Ticket Data

If your setup makes use of mixed methods (see Control How Policies are Assigned to Tickets in the following article: Adjusting the Scope of your SLA Setup), then it is possible that the Organization Field value might be overriden by a Policy selection or exception rule.

If an Organization Field value hasn't been selected for an Organization, then the Default Policy will be applied (see Configuring a Default Policy in the following article: Creating and Maintaining SLA Policies - (Policies Tab)).

Assigning Regions using Organization Data

Assigning Regions using Organization Data

If your setup makes use of a single Region then this will usually be applied to all tickets by the generated trigger named 'SLA3 Assign Default Region'.

However, if you make use of multiple alternative Regions it will further refine your configurations and depending upon your requirements, introduce some additional triggers to ensure the correct Region is assigned.

The following article provides a full explanation and instructions in the use of each available option: Working with Multiple Regions (SLA4)