Once all SLA and Region specifications have been identified and configured it will be necessary to implement the rules that determine which SLA and which Region is assigned to each ticket.
Assigning a Specific SLA to Tickets
The assignment of the appropriate SLA and Region 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.
Assigning a Default SLA to Tickets
If the setup and configuration includes a single 'Standard' SLA Plan and a Single 'Standard' Region, then these will usually be applied to all tickets by default upon creation and so there is no need for any additional setup effort.
Initializing the SLA Lifecycle
If multiple SLA Plans have been created and there is a mixture of Singular and Priority based settings, or if a Custom Priority has been utilized, there might be a need to adjust some trigger conditions to ensure the SLA Lifecycle is initiated for all tickets.
Assigning SLA Plans and Business Operating Hours to Tickets
Full details of the various options and setup tasks involved can be found in the following articles.