Assigning a Default SLA Plan and Region

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When a ticket is submitted to your Zendesk account it will be necessary to apply an SLA Plan and a Region specification for use by the SLA Management server when calculating the due date/time for each event (e.g. Initial Response, Resolution, etc.).

Depending upon the number and type of arrangements in place with customers there might be a single 'Standard' SLA Plan and/or Region or there multiple alternative specifications as part of your setup and configuration.

Regardless of the number of specifications, there might be a requirement to apply a default.

This will ensure the due dates/times are always calculated and the timers are started if the ticket has not been submitted by a customer or with a type associated with a non-standard or particular set of agreed SLA's.

When the CloudSET SLA Management extension is first setup and configured the solution will be generated with components that assume the setting of a default SLA Plan and Region if alternative values aren't otherwise applied to the ticket upon creation.

However it might be a requirement that not all tickets are measured for SLA performance or an alternative set of defaults is required.

The defaults can therefore be altered or disabled as follows:

Assigning a Default SLA Plan

Assigning a Default SLA Plan

When the CloudSET SLA Management configurations are saved a number of custom ticket fields are generated in the Zendesk account, one of which (SLA3 SLA) contains a list of all configured SLA Plans (3).

In order to adjust the default SLA Plan assigned to new tickets it will be necessary to make use of the tag value (4) associated with the corresponding SLA Plan option as follows:

When the CloudSET SLA Management configurations are saved a number of custom triggers are also generated in the Zendesk account, one of which (SLA3 Assign Default SLA) will set the default SLA Plan to be assigned to new tickets (3).

If there is a requirement to alter the default SLA Plan then the appropriate tag value should be added to the ticket by this trigger (4).

The tag value should be taken from the corresponding SLA Plan option in the SLA3 SLA custom field drop down.

*Important Note Concerning SLA Custom Drop Down Fields and Triggers

Due to a current limitation in the Zendesk API it is necessary to recreate the SLA3 SLA custom field drop down each time the configurations are updated and saved.

When this occurs all references to the custom field and its option values in any trigger conditions or actions are lost.

It is therefore important that trigger conditions and actions always reference the tag values and not the custom filed option values.

However, it is possible to make reference to the SLA3 SLA custom field drop down and option values within Views and Insights reports and metrics, since these references will not be lost if and when the field is recreated.

Disabling or Altering the Rules for Default SLA Plan Assignment

If there is a need to prevent a default SLA Plan assignment for some or all tickets that haven't been assigned a specific SLA based on customer or type, then the conditions in this trigger should be adjusted accordingly.

Once any changes have been applied, this trigger will not be regenerated when any configuration updates are saved and so the trigger changes will not be overwritten.

*Note: if there is a requirement to prevent the default SLA completely it will be necessary to include a condition that will never be met, such as the presence of a tag that will never be applied to a ticket (e.g. no_sla).

Assigning a Default Region

Assigning a Default Region

When the CloudSET SLA Management configurations are saved a number of custom ticket fields are generated in the Zendesk account, one of which (SLA3 Region) contains a list of all configured Regions (3).

In order to adjust the default Region assigned to new tickets it will be necessary to make use of the tag value (4) associated with the corresponding Region option as follows:

When the CloudSET SLA Management configurations are saved a number of custom triggers are also generated in the Zendesk account, one of which (SLA3 Assign Default Region) will set the default Region to be assigned to new tickets (3).

If there is a requirement to alter the default Region then the appropriate tag value should be added to the ticket by this trigger (4).

The tag value should be taken from the corresponding Region option in the SLA3 Region custom field drop down.

*Important Note Concerning SLA Custom Drop Down Fields and Triggers

Due to a current limitation in the Zendesk API it is necessary to recreate the SLA3 Region custom field drop down each time the configurations are updated and saved.

When this occurs all references to the custom field and its option values in any trigger conditions or actions are lost.

It is therefore important that trigger conditions and actions always reference the tag values and not the custom filed option values.

However, it is possible to make reference to the SLA3 Region custom field drop down and option values within Views and Insights reports and metrics, since these references will not be lost if and when the field is recreated.

Disabling or Altering the Rules for Default Region Assignment

If there is a need to prevent a default SLA Region assignment for some or all tickets that haven't been assigned a specific SLA based on customer or type, then the conditions in this trigger should be adjusted accordingly.

Once any changes have been applied, this trigger will not be regenerated when any configuration updates are saved and so the trigger changes will not be overwritten.

*Note: if there is a requirement to prevent the default SLA completely it will be necessary to include a condition that will never be met, such as the presence of a tag that will never be applied to a ticket (e.g. no_region).

Assigning a Default SLA Plan and Region

Sub Banner

Assigning a Default SLA Plan and Region

When a ticket is submitted to your Zendesk account it will be necessary to apply an SLA Plan and a Region specification for use by the SLA Management server when calculating the due date/time for each event (e.g. Initial Response, Resolution, etc.).

Depending upon the number and type of arrangements in place with customers there might be a single 'Standard' SLA Plan and/or Region or there multiple alternative specifications as part of your setup and configuration.

Regardless of the number of specifications, there might be a requirement to apply a default.

This will ensure the due dates/times are always calculated and the timers are started if the ticket has not been submitted by a customer or with a type associated with a non-standard or particular set of agreed SLA's.

When the CloudSET SLA Management extension is first setup and configured the solution will be generated with components that assume the setting of a default SLA Plan and Region if alternative values aren't otherwise applied to the ticket upon creation.

However it might be a requirement that not all tickets are measured for SLA performance or an alternative set of defaults is required.

The defaults can therefore be altered or disabled as follows:

Assigning a Default SLA Plan

Assigning a Default SLA Plan

When the CloudSET SLA Management configurations are saved a number of custom ticket fields are generated in the Zendesk account, one of which (SLA3 SLA) contains a list of all configured SLA Plans (3).

In order to adjust the default SLA Plan assigned to new tickets it will be necessary to make use of the tag value (4) associated with the corresponding SLA Plan option as follows:

When the CloudSET SLA Management configurations are saved a number of custom triggers are also generated in the Zendesk account, one of which (SLA3 Assign Default SLA) will set the default SLA Plan to be assigned to new tickets (3).

If there is a requirement to alter the default SLA Plan then the appropriate tag value should be added to the ticket by this trigger (4).

The tag value should be taken from the corresponding SLA Plan option in the SLA3 SLA custom field drop down.

*Important Note Concerning SLA Custom Drop Down Fields and Triggers

Due to a current limitation in the Zendesk API it is necessary to recreate the SLA3 SLA custom field drop down each time the configurations are updated and saved.

When this occurs all references to the custom field and its option values in any trigger conditions or actions are lost.

It is therefore important that trigger conditions and actions always reference the tag values and not the custom filed option values.

However, it is possible to make reference to the SLA3 SLA custom field drop down and option values within Views and Insights reports and metrics, since these references will not be lost if and when the field is recreated.

Disabling or Altering the Rules for Default SLA Plan Assignment

If there is a need to prevent a default SLA Plan assignment for some or all tickets that haven't been assigned a specific SLA based on customer or type, then the conditions in this trigger should be adjusted accordingly.

Once any changes have been applied, this trigger will not be regenerated when any configuration updates are saved and so the trigger changes will not be overwritten.

*Note: if there is a requirement to prevent the default SLA completely it will be necessary to include a condition that will never be met, such as the presence of a tag that will never be applied to a ticket (e.g. no_sla).

Assigning a Default Region

Assigning a Default Region

When the CloudSET SLA Management configurations are saved a number of custom ticket fields are generated in the Zendesk account, one of which (SLA3 Region) contains a list of all configured Regions (3).

In order to adjust the default Region assigned to new tickets it will be necessary to make use of the tag value (4) associated with the corresponding Region option as follows:

When the CloudSET SLA Management configurations are saved a number of custom triggers are also generated in the Zendesk account, one of which (SLA3 Assign Default Region) will set the default Region to be assigned to new tickets (3).

If there is a requirement to alter the default Region then the appropriate tag value should be added to the ticket by this trigger (4).

The tag value should be taken from the corresponding Region option in the SLA3 Region custom field drop down.

*Important Note Concerning SLA Custom Drop Down Fields and Triggers

Due to a current limitation in the Zendesk API it is necessary to recreate the SLA3 Region custom field drop down each time the configurations are updated and saved.

When this occurs all references to the custom field and its option values in any trigger conditions or actions are lost.

It is therefore important that trigger conditions and actions always reference the tag values and not the custom filed option values.

However, it is possible to make reference to the SLA3 Region custom field drop down and option values within Views and Insights reports and metrics, since these references will not be lost if and when the field is recreated.

Disabling or Altering the Rules for Default Region Assignment

If there is a need to prevent a default SLA Region assignment for some or all tickets that haven't been assigned a specific SLA based on customer or type, then the conditions in this trigger should be adjusted accordingly.

Once any changes have been applied, this trigger will not be regenerated when any configuration updates are saved and so the trigger changes will not be overwritten.

*Note: if there is a requirement to prevent the default SLA completely it will be necessary to include a condition that will never be met, such as the presence of a tag that will never be applied to a ticket (e.g. no_region).

Assigning a Default SLA Plan and Region

Sub Banner

When a ticket is submitted to your Zendesk account it will be necessary to apply an SLA Plan and a Region specification for use by the SLA Management server when calculating the due date/time for each event (e.g. Initial Response, Resolution, etc.).

Depending upon the number and type of arrangements in place with customers there might be a single 'Standard' SLA Plan and/or Region or there multiple alternative specifications as part of your setup and configuration.

Regardless of the number of specifications, there might be a requirement to apply a default.

This will ensure the due dates/times are always calculated and the timers are started if the ticket has not been submitted by a customer or with a type associated with a non-standard or particular set of agreed SLA's.

When the CloudSET SLA Management extension is first setup and configured the solution will be generated with components that assume the setting of a default SLA Plan and Region if alternative values aren't otherwise applied to the ticket upon creation.

However it might be a requirement that not all tickets are measured for SLA performance or an alternative set of defaults is required.

The defaults can therefore be altered or disabled as follows:

Assigning a Default SLA Plan

Assigning a Default SLA Plan

When the CloudSET SLA Management configurations are saved a number of custom ticket fields are generated in the Zendesk account, one of which (SLA3 SLA) contains a list of all configured SLA Plans (3).

In order to adjust the default SLA Plan assigned to new tickets it will be necessary to make use of the tag value (4) associated with the corresponding SLA Plan option as follows:

When the CloudSET SLA Management configurations are saved a number of custom triggers are also generated in the Zendesk account, one of which (SLA3 Assign Default SLA) will set the default SLA Plan to be assigned to new tickets (3).

If there is a requirement to alter the default SLA Plan then the appropriate tag value should be added to the ticket by this trigger (4).

The tag value should be taken from the corresponding SLA Plan option in the SLA3 SLA custom field drop down.

*Important Note Concerning SLA Custom Drop Down Fields and Triggers

Due to a current limitation in the Zendesk API it is necessary to recreate the SLA3 SLA custom field drop down each time the configurations are updated and saved.

When this occurs all references to the custom field and its option values in any trigger conditions or actions are lost.

It is therefore important that trigger conditions and actions always reference the tag values and not the custom filed option values.

However, it is possible to make reference to the SLA3 SLA custom field drop down and option values within Views and Insights reports and metrics, since these references will not be lost if and when the field is recreated.

Disabling or Altering the Rules for Default SLA Plan Assignment

If there is a need to prevent a default SLA Plan assignment for some or all tickets that haven't been assigned a specific SLA based on customer or type, then the conditions in this trigger should be adjusted accordingly.

Once any changes have been applied, this trigger will not be regenerated when any configuration updates are saved and so the trigger changes will not be overwritten.

*Note: if there is a requirement to prevent the default SLA completely it will be necessary to include a condition that will never be met, such as the presence of a tag that will never be applied to a ticket (e.g. no_sla).

Assigning a Default Region

Assigning a Default Region

When the CloudSET SLA Management configurations are saved a number of custom ticket fields are generated in the Zendesk account, one of which (SLA3 Region) contains a list of all configured Regions (3).

In order to adjust the default Region assigned to new tickets it will be necessary to make use of the tag value (4) associated with the corresponding Region option as follows:

When the CloudSET SLA Management configurations are saved a number of custom triggers are also generated in the Zendesk account, one of which (SLA3 Assign Default Region) will set the default Region to be assigned to new tickets (3).

If there is a requirement to alter the default Region then the appropriate tag value should be added to the ticket by this trigger (4).

The tag value should be taken from the corresponding Region option in the SLA3 Region custom field drop down.

*Important Note Concerning SLA Custom Drop Down Fields and Triggers

Due to a current limitation in the Zendesk API it is necessary to recreate the SLA3 Region custom field drop down each time the configurations are updated and saved.

When this occurs all references to the custom field and its option values in any trigger conditions or actions are lost.

It is therefore important that trigger conditions and actions always reference the tag values and not the custom filed option values.

However, it is possible to make reference to the SLA3 Region custom field drop down and option values within Views and Insights reports and metrics, since these references will not be lost if and when the field is recreated.

Disabling or Altering the Rules for Default Region Assignment

If there is a need to prevent a default SLA Region assignment for some or all tickets that haven't been assigned a specific SLA based on customer or type, then the conditions in this trigger should be adjusted accordingly.

Once any changes have been applied, this trigger will not be regenerated when any configuration updates are saved and so the trigger changes will not be overwritten.

*Note: if there is a requirement to prevent the default SLA completely it will be necessary to include a condition that will never be met, such as the presence of a tag that will never be applied to a ticket (e.g. no_region).

Assigning a Default SLA Plan and Region

Sub Banner

Assigning a Default SLA Plan and Region

When a ticket is submitted to your Zendesk account it will be necessary to apply an SLA Plan and a Region specification for use by the SLA Management server when calculating the due date/time for each event (e.g. Initial Response, Resolution, etc.).

Depending upon the number and type of arrangements in place with customers there might be a single 'Standard' SLA Plan and/or Region or there multiple alternative specifications as part of your setup and configuration.

Regardless of the number of specifications, there might be a requirement to apply a default.

This will ensure the due dates/times are always calculated and the timers are started if the ticket has not been submitted by a customer or with a type associated with a non-standard or particular set of agreed SLA's.

When the CloudSET SLA Management extension is first setup and configured the solution will be generated with components that assume the setting of a default SLA Plan and Region if alternative values aren't otherwise applied to the ticket upon creation.

However it might be a requirement that not all tickets are measured for SLA performance or an alternative set of defaults is required.

The defaults can therefore be altered or disabled as follows:

Assigning a Default SLA Plan

Assigning a Default SLA Plan

When the CloudSET SLA Management configurations are saved a number of custom ticket fields are generated in the Zendesk account, one of which (SLA3 SLA) contains a list of all configured SLA Plans (3).

In order to adjust the default SLA Plan assigned to new tickets it will be necessary to make use of the tag value (4) associated with the corresponding SLA Plan option as follows:

When the CloudSET SLA Management configurations are saved a number of custom triggers are also generated in the Zendesk account, one of which (SLA3 Assign Default SLA) will set the default SLA Plan to be assigned to new tickets (3).

If there is a requirement to alter the default SLA Plan then the appropriate tag value should be added to the ticket by this trigger (4).

The tag value should be taken from the corresponding SLA Plan option in the SLA3 SLA custom field drop down.

*Important Note Concerning SLA Custom Drop Down Fields and Triggers

Due to a current limitation in the Zendesk API it is necessary to recreate the SLA3 SLA custom field drop down each time the configurations are updated and saved.

When this occurs all references to the custom field and its option values in any trigger conditions or actions are lost.

It is therefore important that trigger conditions and actions always reference the tag values and not the custom filed option values.

However, it is possible to make reference to the SLA3 SLA custom field drop down and option values within Views and Insights reports and metrics, since these references will not be lost if and when the field is recreated.

Disabling or Altering the Rules for Default SLA Plan Assignment

If there is a need to prevent a default SLA Plan assignment for some or all tickets that haven't been assigned a specific SLA based on customer or type, then the conditions in this trigger should be adjusted accordingly.

Once any changes have been applied, this trigger will not be regenerated when any configuration updates are saved and so the trigger changes will not be overwritten.

*Note: if there is a requirement to prevent the default SLA completely it will be necessary to include a condition that will never be met, such as the presence of a tag that will never be applied to a ticket (e.g. no_sla).

Assigning a Default Region

Assigning a Default Region

When the CloudSET SLA Management configurations are saved a number of custom ticket fields are generated in the Zendesk account, one of which (SLA3 Region) contains a list of all configured Regions (3).

In order to adjust the default Region assigned to new tickets it will be necessary to make use of the tag value (4) associated with the corresponding Region option as follows:

When the CloudSET SLA Management configurations are saved a number of custom triggers are also generated in the Zendesk account, one of which (SLA3 Assign Default Region) will set the default Region to be assigned to new tickets (3).

If there is a requirement to alter the default Region then the appropriate tag value should be added to the ticket by this trigger (4).

The tag value should be taken from the corresponding Region option in the SLA3 Region custom field drop down.

*Important Note Concerning SLA Custom Drop Down Fields and Triggers

Due to a current limitation in the Zendesk API it is necessary to recreate the SLA3 Region custom field drop down each time the configurations are updated and saved.

When this occurs all references to the custom field and its option values in any trigger conditions or actions are lost.

It is therefore important that trigger conditions and actions always reference the tag values and not the custom filed option values.

However, it is possible to make reference to the SLA3 Region custom field drop down and option values within Views and Insights reports and metrics, since these references will not be lost if and when the field is recreated.

Disabling or Altering the Rules for Default Region Assignment

If there is a need to prevent a default SLA Region assignment for some or all tickets that haven't been assigned a specific SLA based on customer or type, then the conditions in this trigger should be adjusted accordingly.

Once any changes have been applied, this trigger will not be regenerated when any configuration updates are saved and so the trigger changes will not be overwritten.

*Note: if there is a requirement to prevent the default SLA completely it will be necessary to include a condition that will never be met, such as the presence of a tag that will never be applied to a ticket (e.g. no_region).