Once your CloudSET Consultant has completed the setup of your event model the configurations are applied, populating the remaining tabs in the configuration tool with the appropriate fields and parameters ready for completion.
Then once the required settings have been completed for all tabs the configurations are saved from within any tab (1).
This operation will save all specifications within the SLA Management database on the web server ready for use once SLA Management is applied to your tickets (see Apply SLA Management to your Tickets).
If your SLA Management setup doesn't make use of multiple SLA Plans and/or Regions then your solution is now ready for use and from this point the SLA will be monitored and measured for all events for all tickets created in your Zendesk account.
If your SLA Management setup includes alternative SLA Plans and/or Regions it will be necessary to introduce additional triggers and/or set Organization fields to assign the appropriate SLA Plan and Region to each ticket (see Apply SLA Management to your Tickets).
This will be carried out by your CloudSET Consultant as part of the initial setup and configuration.
SLA specific Zendesk Components are generated by the Configuration Tool
Saving the configurations will also invoke the generation of all required components in your Zendesk account such as ticket fields, triggers and targets.
All generate components are prefixed with SLA3 and unless otherwise advised these items should not be updated manually as this could break your SLA Management process resulting in inconsistent data and unexpected behavior.
Most ticket fields and triggers will be regenerated each time the configurations are updated and saved and any manual updates will be overwritten.