Creating and Maintaining SLA Plans - (SLA Plans Tab)

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

If required, please see Specify SLA Plans for an explanation of when and why to configure SLA Plans, including examples.

Rename, Add or Clone SLA Plans

Rename, Add or Clone SLA Plans

Using the SLA Plans tab it is possible to rename your SLA Plans, add new plans, or clone an existing plan.

Rename an Existing SLA Plan

The name of each SLA Plan is displayed in the SLA Assistant in your ticket forms.

To change a name, choose the corresponding SLA Plan from the drop-down list (3) and select the Rename button (4).

Add a new SLA Plan

A new SLA Plan can be introduced to your SLA Management solution by selecting the Add button (5).

This will create a new SLA Plan that can be assigned to your tickets, with default or empty values in all configuration settings.

Clone an Existing SLA Plan

It will often be the case that a new SLA Plan will share many of the specifications associated with one of your existing SLA Plans.

Choose an existing SLA Plan from the drop-down list (3) and select the Clone button (6) to take a copy as the baseline for a new SLA Plan.

Set Labels and Descriptions used in the SLA Assistant

Set Labels and Descriptions used in the SLA Assistant

SLA Plan Description

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

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

Event Labels and Descriptions

For each of the events in your implemented model it is possible to set a label and description to be displayed in the SLA Assistant and these values can be different for each of your SLA Plans.

Choose an SLA Plan from the drop-down list (1) and type the Event Label (3) and Event Description (4) in the corresponding placeholder.

Generic Event Names

Please note the reference to the generic event name that corresponds to the equivalent in the SLA Events tab.

Capture SLA Event Timing Specifications by System Priority

Capture SLA Event Timing Specifications by System Priority

By default when an new SLA Plan is created it is assumed that there will be a different set of SLA timing specifications for each System Priority value.

If this isn't the case for the chosen SLA Plan (1), select the System Priority radio button (2) to allow capture of SLA event timing specifications per System Priority value (3).

*Note: when SLA's are specified based on System Priority it will be necessary to set a Priority for a ticket before the event completion due dates/times can be calculated and SLA timers can be started.

Enter Event Duration in Hours and Minutes

For each event in your implemented model, it is possible to set the amount of time allowed to complete the event as a number Hours and Minutes.

Enter the required settings in the Hours and Mins cells (4) for each of the Priority values.

*Note: if there is not a requirement to start a timer for a Priority value then set the Hours and Mins to 0 and 00 respectively.

Enter a Warning Time in Minutes

If required it is possible to make use of an additional timer to trigger a warning a specified minutes before the event is due to complete.

Enter the required setting in the Warn cell (5) for each of the Priority values.  

*Note: if there is not a requirement to start a warning timer for a Priority value then set the Warn to 0.

Setting the SLA Due Date/Time Calculation as the End of Day

Setting the SLA Due Date/Time Calculation as the End of Day

As an alternative to setting the event duration as a specified number of hours and minutes, it is possible to specify the due date/time for completion of the event as the end of a Business day.

This might be the end of the day the ticket arrives, or the end of day that is a specified number of days into the future.

  • Select the Type icon (2) to change switch from duration based times to end of day based times
  • Enter an Offset value (3) representing the number of days in the future to be used in the end of day calculation
  • Enter a Leeway value (4) to indicate a number of minutes before the end of day the ticket must have arrived to meet the end of day event completion

For example:

If the working day is Monday to Friday, 9am through 5pm:

  • If the Offset is set to 0 (zero) and the Leeway is set to 60 and the ticket arrives before 4pm Monday, the due date/time calculation for event completion will be 5pm Monday
  • If the Offset is set to 0 (zero) and the Leeway is set to 60 and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Tuesday
  • However, if the Offset is set to 0 (zero) and the Leeway is set to 0 (zero) and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Monday
  • If the Offset is set to 2 and the Leeway is set to 60 and the ticket arrives before 4pm Monday, the due date/time calculation for event completion will be 5pm Wednesday
  • If the Offset is set to 2 and the Leeway is set to 60 and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Thursday

Capture SLA Event Timing Specifications by Custom Priority

Capture SLA Event Timing Specifications by Custom Priority

It is often the case that there is a need or requirement to make use of an alternative set of Priority values for the purposes of your SLA Management solution.

This is most often the case when the levels of Priority or Severity to be measured exceed the four levels of Zendesk System Priority.

Specify your SLA's based on a Custom Priority

  • Select the Custom Priority radio button (1)
  • Choose a Custom Priority Field from the presented drop-down (2)
  • Apply your SLA specifications against each of the Custom Priority values provisioned in the matrix (3)

*Note: when SLA's are specified based on Custom Priority it will be necessary to set a Priority for a ticket before the event completion due dates/times can be calculated and SLA timers can be started.

Capture SLA Event Timing Specifications without Priority (Singular)

Capture SLA Event Timing Specifications without Priority (Singular)

It is also possible that the Priority of your tickets will have no bearing on one or more of your SLA Plans, in which case it is only necessary to capture a single set of SLA specifications.

Specify your SLA's without consideration for Priority

  • Select the Singular radio button (1)
  • Apply your SLA specifications in the single row provisioned in the matrix (2)

*Note: when SLA's are specified on a Singular basis the event completion due dates/times can be calculated for a ticket and SLA timers can be started without the need to set a Priority .

Taking account of Working Hours and Holidays

Taking account of Working Hours and Holidays

When calculating the due date/time for completion of an event, the calculation will take account of the business operating hours and any non-working days.

When a ticket is created a Region is assigned (see Assigning SLA Plans and Business Operating Hours to Tickets) and by default the Working Hours and Public Holidays associated with the Region will be applied during the calculation of due dates/times for all events.

However, it is possible that there are certain circumstances in which the default must be overridden (1) (see Define Working Hours and Define Non-Working Days for examples).

Override the Regional Default

  • If there is a need to override the default working hours, choose the appropriate set of Working Hours from the drop-down (2)
  • If there is a need to override the default non-working days, choose the appropriate set of Holidays from the drop-down (3)
  • If there is a need to use the working hours and/or non-working days associated with the assigned Region, choose Region Default from the drop-downs (4)

*Note: the list of values in the drop-downs are populated by creating new sets of Working Hours and Public Holidays (see Creating and Maintaining Working Hours and Creating and Maintaining Non-Working Days).

Creating and Maintaining SLA Plans - (SLA Plans Tab)

Sub Banner

Creating and Maintaining SLA Plans - (SLA Plans Tab)

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

If required, please see Specify SLA Plans for an explanation of when and why to configure SLA Plans, including examples.

Rename, Add or Clone SLA Plans

Rename, Add or Clone SLA Plans

Using the SLA Plans tab it is possible to rename your SLA Plans, add new plans, or clone an existing plan.

Rename an Existing SLA Plan

The name of each SLA Plan is displayed in the SLA Assistant in your ticket forms.

To change a name, choose the corresponding SLA Plan from the drop-down list (3) and select the Rename button (4).

Add a new SLA Plan

A new SLA Plan can be introduced to your SLA Management solution by selecting the Add button (5).

This will create a new SLA Plan that can be assigned to your tickets, with default or empty values in all configuration settings.

Clone an Existing SLA Plan

It will often be the case that a new SLA Plan will share many of the specifications associated with one of your existing SLA Plans.

Choose an existing SLA Plan from the drop-down list (3) and select the Clone button (6) to take a copy as the baseline for a new SLA Plan.

Set Labels and Descriptions used in the SLA Assistant

Set Labels and Descriptions used in the SLA Assistant

SLA Plan Description

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

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

Event Labels and Descriptions

For each of the events in your implemented model it is possible to set a label and description to be displayed in the SLA Assistant and these values can be different for each of your SLA Plans.

Choose an SLA Plan from the drop-down list (1) and type the Event Label (3) and Event Description (4) in the corresponding placeholder.

Generic Event Names

Please note the reference to the generic event name that corresponds to the equivalent in the SLA Events tab.

Capture SLA Event Timing Specifications by System Priority

Capture SLA Event Timing Specifications by System Priority

By default when an new SLA Plan is created it is assumed that there will be a different set of SLA timing specifications for each System Priority value.

If this isn't the case for the chosen SLA Plan (1), select the System Priority radio button (2) to allow capture of SLA event timing specifications per System Priority value (3).

*Note: when SLA's are specified based on System Priority it will be necessary to set a Priority for a ticket before the event completion due dates/times can be calculated and SLA timers can be started.

Enter Event Duration in Hours and Minutes

For each event in your implemented model, it is possible to set the amount of time allowed to complete the event as a number Hours and Minutes.

Enter the required settings in the Hours and Mins cells (4) for each of the Priority values.

*Note: if there is not a requirement to start a timer for a Priority value then set the Hours and Mins to 0 and 00 respectively.

Enter a Warning Time in Minutes

If required it is possible to make use of an additional timer to trigger a warning a specified minutes before the event is due to complete.

Enter the required setting in the Warn cell (5) for each of the Priority values.  

*Note: if there is not a requirement to start a warning timer for a Priority value then set the Warn to 0.

Setting the SLA Due Date/Time Calculation as the End of Day

Setting the SLA Due Date/Time Calculation as the End of Day

As an alternative to setting the event duration as a specified number of hours and minutes, it is possible to specify the due date/time for completion of the event as the end of a Business day.

This might be the end of the day the ticket arrives, or the end of day that is a specified number of days into the future.

  • Select the Type icon (2) to change switch from duration based times to end of day based times
  • Enter an Offset value (3) representing the number of days in the future to be used in the end of day calculation
  • Enter a Leeway value (4) to indicate a number of minutes before the end of day the ticket must have arrived to meet the end of day event completion

For example:

If the working day is Monday to Friday, 9am through 5pm:

  • If the Offset is set to 0 (zero) and the Leeway is set to 60 and the ticket arrives before 4pm Monday, the due date/time calculation for event completion will be 5pm Monday
  • If the Offset is set to 0 (zero) and the Leeway is set to 60 and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Tuesday
  • However, if the Offset is set to 0 (zero) and the Leeway is set to 0 (zero) and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Monday
  • If the Offset is set to 2 and the Leeway is set to 60 and the ticket arrives before 4pm Monday, the due date/time calculation for event completion will be 5pm Wednesday
  • If the Offset is set to 2 and the Leeway is set to 60 and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Thursday

Capture SLA Event Timing Specifications by Custom Priority

Capture SLA Event Timing Specifications by Custom Priority

It is often the case that there is a need or requirement to make use of an alternative set of Priority values for the purposes of your SLA Management solution.

This is most often the case when the levels of Priority or Severity to be measured exceed the four levels of Zendesk System Priority.

Specify your SLA's based on a Custom Priority

  • Select the Custom Priority radio button (1)
  • Choose a Custom Priority Field from the presented drop-down (2)
  • Apply your SLA specifications against each of the Custom Priority values provisioned in the matrix (3)

*Note: when SLA's are specified based on Custom Priority it will be necessary to set a Priority for a ticket before the event completion due dates/times can be calculated and SLA timers can be started.

Capture SLA Event Timing Specifications without Priority (Singular)

Capture SLA Event Timing Specifications without Priority (Singular)

It is also possible that the Priority of your tickets will have no bearing on one or more of your SLA Plans, in which case it is only necessary to capture a single set of SLA specifications.

Specify your SLA's without consideration for Priority

  • Select the Singular radio button (1)
  • Apply your SLA specifications in the single row provisioned in the matrix (2)

*Note: when SLA's are specified on a Singular basis the event completion due dates/times can be calculated for a ticket and SLA timers can be started without the need to set a Priority .

Taking account of Working Hours and Holidays

Taking account of Working Hours and Holidays

When calculating the due date/time for completion of an event, the calculation will take account of the business operating hours and any non-working days.

When a ticket is created a Region is assigned (see Assigning SLA Plans and Business Operating Hours to Tickets) and by default the Working Hours and Public Holidays associated with the Region will be applied during the calculation of due dates/times for all events.

However, it is possible that there are certain circumstances in which the default must be overridden (1) (see Define Working Hours and Define Non-Working Days for examples).

Override the Regional Default

  • If there is a need to override the default working hours, choose the appropriate set of Working Hours from the drop-down (2)
  • If there is a need to override the default non-working days, choose the appropriate set of Holidays from the drop-down (3)
  • If there is a need to use the working hours and/or non-working days associated with the assigned Region, choose Region Default from the drop-downs (4)

*Note: the list of values in the drop-downs are populated by creating new sets of Working Hours and Public Holidays (see Creating and Maintaining Working Hours and Creating and Maintaining Non-Working Days).

Creating and Maintaining SLA Plans - (SLA Plans Tab)

Sub Banner

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

If required, please see Specify SLA Plans for an explanation of when and why to configure SLA Plans, including examples.

Rename, Add or Clone SLA Plans

Rename, Add or Clone SLA Plans

Using the SLA Plans tab it is possible to rename your SLA Plans, add new plans, or clone an existing plan.

Rename an Existing SLA Plan

The name of each SLA Plan is displayed in the SLA Assistant in your ticket forms.

To change a name, choose the corresponding SLA Plan from the drop-down list (3) and select the Rename button (4).

Add a new SLA Plan

A new SLA Plan can be introduced to your SLA Management solution by selecting the Add button (5).

This will create a new SLA Plan that can be assigned to your tickets, with default or empty values in all configuration settings.

Clone an Existing SLA Plan

It will often be the case that a new SLA Plan will share many of the specifications associated with one of your existing SLA Plans.

Choose an existing SLA Plan from the drop-down list (3) and select the Clone button (6) to take a copy as the baseline for a new SLA Plan.

Set Labels and Descriptions used in the SLA Assistant

Set Labels and Descriptions used in the SLA Assistant

SLA Plan Description

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

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

Event Labels and Descriptions

For each of the events in your implemented model it is possible to set a label and description to be displayed in the SLA Assistant and these values can be different for each of your SLA Plans.

Choose an SLA Plan from the drop-down list (1) and type the Event Label (3) and Event Description (4) in the corresponding placeholder.

Generic Event Names

Please note the reference to the generic event name that corresponds to the equivalent in the SLA Events tab.

Capture SLA Event Timing Specifications by System Priority

Capture SLA Event Timing Specifications by System Priority

By default when an new SLA Plan is created it is assumed that there will be a different set of SLA timing specifications for each System Priority value.

If this isn't the case for the chosen SLA Plan (1), select the System Priority radio button (2) to allow capture of SLA event timing specifications per System Priority value (3).

*Note: when SLA's are specified based on System Priority it will be necessary to set a Priority for a ticket before the event completion due dates/times can be calculated and SLA timers can be started.

Enter Event Duration in Hours and Minutes

For each event in your implemented model, it is possible to set the amount of time allowed to complete the event as a number Hours and Minutes.

Enter the required settings in the Hours and Mins cells (4) for each of the Priority values.

*Note: if there is not a requirement to start a timer for a Priority value then set the Hours and Mins to 0 and 00 respectively.

Enter a Warning Time in Minutes

If required it is possible to make use of an additional timer to trigger a warning a specified minutes before the event is due to complete.

Enter the required setting in the Warn cell (5) for each of the Priority values.  

*Note: if there is not a requirement to start a warning timer for a Priority value then set the Warn to 0.

Setting the SLA Due Date/Time Calculation as the End of Day

Setting the SLA Due Date/Time Calculation as the End of Day

As an alternative to setting the event duration as a specified number of hours and minutes, it is possible to specify the due date/time for completion of the event as the end of a Business day.

This might be the end of the day the ticket arrives, or the end of day that is a specified number of days into the future.

  • Select the Type icon (2) to change switch from duration based times to end of day based times
  • Enter an Offset value (3) representing the number of days in the future to be used in the end of day calculation
  • Enter a Leeway value (4) to indicate a number of minutes before the end of day the ticket must have arrived to meet the end of day event completion

For example:

If the working day is Monday to Friday, 9am through 5pm:

  • If the Offset is set to 0 (zero) and the Leeway is set to 60 and the ticket arrives before 4pm Monday, the due date/time calculation for event completion will be 5pm Monday
  • If the Offset is set to 0 (zero) and the Leeway is set to 60 and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Tuesday
  • However, if the Offset is set to 0 (zero) and the Leeway is set to 0 (zero) and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Monday
  • If the Offset is set to 2 and the Leeway is set to 60 and the ticket arrives before 4pm Monday, the due date/time calculation for event completion will be 5pm Wednesday
  • If the Offset is set to 2 and the Leeway is set to 60 and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Thursday

Capture SLA Event Timing Specifications by Custom Priority

Capture SLA Event Timing Specifications by Custom Priority

It is often the case that there is a need or requirement to make use of an alternative set of Priority values for the purposes of your SLA Management solution.

This is most often the case when the levels of Priority or Severity to be measured exceed the four levels of Zendesk System Priority.

Specify your SLA's based on a Custom Priority

  • Select the Custom Priority radio button (1)
  • Choose a Custom Priority Field from the presented drop-down (2)
  • Apply your SLA specifications against each of the Custom Priority values provisioned in the matrix (3)

*Note: when SLA's are specified based on Custom Priority it will be necessary to set a Priority for a ticket before the event completion due dates/times can be calculated and SLA timers can be started.

Capture SLA Event Timing Specifications without Priority (Singular)

Capture SLA Event Timing Specifications without Priority (Singular)

It is also possible that the Priority of your tickets will have no bearing on one or more of your SLA Plans, in which case it is only necessary to capture a single set of SLA specifications.

Specify your SLA's without consideration for Priority

  • Select the Singular radio button (1)
  • Apply your SLA specifications in the single row provisioned in the matrix (2)

*Note: when SLA's are specified on a Singular basis the event completion due dates/times can be calculated for a ticket and SLA timers can be started without the need to set a Priority .

Taking account of Working Hours and Holidays

Taking account of Working Hours and Holidays

When calculating the due date/time for completion of an event, the calculation will take account of the business operating hours and any non-working days.

When a ticket is created a Region is assigned (see Assigning SLA Plans and Business Operating Hours to Tickets) and by default the Working Hours and Public Holidays associated with the Region will be applied during the calculation of due dates/times for all events.

However, it is possible that there are certain circumstances in which the default must be overridden (1) (see Define Working Hours and Define Non-Working Days for examples).

Override the Regional Default

  • If there is a need to override the default working hours, choose the appropriate set of Working Hours from the drop-down (2)
  • If there is a need to override the default non-working days, choose the appropriate set of Holidays from the drop-down (3)
  • If there is a need to use the working hours and/or non-working days associated with the assigned Region, choose Region Default from the drop-downs (4)

*Note: the list of values in the drop-downs are populated by creating new sets of Working Hours and Public Holidays (see Creating and Maintaining Working Hours and Creating and Maintaining Non-Working Days).

Creating and Maintaining SLA Plans - (SLA Plans Tab)

Sub Banner

Creating and Maintaining SLA Plans - (SLA Plans Tab)

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

If required, please see Specify SLA Plans for an explanation of when and why to configure SLA Plans, including examples.

Rename, Add or Clone SLA Plans

Rename, Add or Clone SLA Plans

Using the SLA Plans tab it is possible to rename your SLA Plans, add new plans, or clone an existing plan.

Rename an Existing SLA Plan

The name of each SLA Plan is displayed in the SLA Assistant in your ticket forms.

To change a name, choose the corresponding SLA Plan from the drop-down list (3) and select the Rename button (4).

Add a new SLA Plan

A new SLA Plan can be introduced to your SLA Management solution by selecting the Add button (5).

This will create a new SLA Plan that can be assigned to your tickets, with default or empty values in all configuration settings.

Clone an Existing SLA Plan

It will often be the case that a new SLA Plan will share many of the specifications associated with one of your existing SLA Plans.

Choose an existing SLA Plan from the drop-down list (3) and select the Clone button (6) to take a copy as the baseline for a new SLA Plan.

Set Labels and Descriptions used in the SLA Assistant

Set Labels and Descriptions used in the SLA Assistant

SLA Plan Description

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

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

Event Labels and Descriptions

For each of the events in your implemented model it is possible to set a label and description to be displayed in the SLA Assistant and these values can be different for each of your SLA Plans.

Choose an SLA Plan from the drop-down list (1) and type the Event Label (3) and Event Description (4) in the corresponding placeholder.

Generic Event Names

Please note the reference to the generic event name that corresponds to the equivalent in the SLA Events tab.

Capture SLA Event Timing Specifications by System Priority

Capture SLA Event Timing Specifications by System Priority

By default when an new SLA Plan is created it is assumed that there will be a different set of SLA timing specifications for each System Priority value.

If this isn't the case for the chosen SLA Plan (1), select the System Priority radio button (2) to allow capture of SLA event timing specifications per System Priority value (3).

*Note: when SLA's are specified based on System Priority it will be necessary to set a Priority for a ticket before the event completion due dates/times can be calculated and SLA timers can be started.

Enter Event Duration in Hours and Minutes

For each event in your implemented model, it is possible to set the amount of time allowed to complete the event as a number Hours and Minutes.

Enter the required settings in the Hours and Mins cells (4) for each of the Priority values.

*Note: if there is not a requirement to start a timer for a Priority value then set the Hours and Mins to 0 and 00 respectively.

Enter a Warning Time in Minutes

If required it is possible to make use of an additional timer to trigger a warning a specified minutes before the event is due to complete.

Enter the required setting in the Warn cell (5) for each of the Priority values.  

*Note: if there is not a requirement to start a warning timer for a Priority value then set the Warn to 0.

Setting the SLA Due Date/Time Calculation as the End of Day

Setting the SLA Due Date/Time Calculation as the End of Day

As an alternative to setting the event duration as a specified number of hours and minutes, it is possible to specify the due date/time for completion of the event as the end of a Business day.

This might be the end of the day the ticket arrives, or the end of day that is a specified number of days into the future.

  • Select the Type icon (2) to change switch from duration based times to end of day based times
  • Enter an Offset value (3) representing the number of days in the future to be used in the end of day calculation
  • Enter a Leeway value (4) to indicate a number of minutes before the end of day the ticket must have arrived to meet the end of day event completion

For example:

If the working day is Monday to Friday, 9am through 5pm:

  • If the Offset is set to 0 (zero) and the Leeway is set to 60 and the ticket arrives before 4pm Monday, the due date/time calculation for event completion will be 5pm Monday
  • If the Offset is set to 0 (zero) and the Leeway is set to 60 and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Tuesday
  • However, if the Offset is set to 0 (zero) and the Leeway is set to 0 (zero) and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Monday
  • If the Offset is set to 2 and the Leeway is set to 60 and the ticket arrives before 4pm Monday, the due date/time calculation for event completion will be 5pm Wednesday
  • If the Offset is set to 2 and the Leeway is set to 60 and the ticket arrives after 4pm Monday, the due date/time calculation for event completion will be 5pm Thursday

Capture SLA Event Timing Specifications by Custom Priority

Capture SLA Event Timing Specifications by Custom Priority

It is often the case that there is a need or requirement to make use of an alternative set of Priority values for the purposes of your SLA Management solution.

This is most often the case when the levels of Priority or Severity to be measured exceed the four levels of Zendesk System Priority.

Specify your SLA's based on a Custom Priority

  • Select the Custom Priority radio button (1)
  • Choose a Custom Priority Field from the presented drop-down (2)
  • Apply your SLA specifications against each of the Custom Priority values provisioned in the matrix (3)

*Note: when SLA's are specified based on Custom Priority it will be necessary to set a Priority for a ticket before the event completion due dates/times can be calculated and SLA timers can be started.

Capture SLA Event Timing Specifications without Priority (Singular)

Capture SLA Event Timing Specifications without Priority (Singular)

It is also possible that the Priority of your tickets will have no bearing on one or more of your SLA Plans, in which case it is only necessary to capture a single set of SLA specifications.

Specify your SLA's without consideration for Priority

  • Select the Singular radio button (1)
  • Apply your SLA specifications in the single row provisioned in the matrix (2)

*Note: when SLA's are specified on a Singular basis the event completion due dates/times can be calculated for a ticket and SLA timers can be started without the need to set a Priority .

Taking account of Working Hours and Holidays

Taking account of Working Hours and Holidays

When calculating the due date/time for completion of an event, the calculation will take account of the business operating hours and any non-working days.

When a ticket is created a Region is assigned (see Assigning SLA Plans and Business Operating Hours to Tickets) and by default the Working Hours and Public Holidays associated with the Region will be applied during the calculation of due dates/times for all events.

However, it is possible that there are certain circumstances in which the default must be overridden (1) (see Define Working Hours and Define Non-Working Days for examples).

Override the Regional Default

  • If there is a need to override the default working hours, choose the appropriate set of Working Hours from the drop-down (2)
  • If there is a need to override the default non-working days, choose the appropriate set of Holidays from the drop-down (3)
  • If there is a need to use the working hours and/or non-working days associated with the assigned Region, choose Region Default from the drop-downs (4)

*Note: the list of values in the drop-downs are populated by creating new sets of Working Hours and Public Holidays (see Creating and Maintaining Working Hours and Creating and Maintaining Non-Working Days).