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.
This is achieved as follows:
Update and/or Replicate the Default LCState Trigger
Since SLA3 is driven and controlled by a process defined by the chosen Model, it is necessary to start the process for a ticket by setting the initial lifecycle state.
- If a ticket is created using the Zendesk browser then the lifecycle state is set by the CloudSET SLA Management App.
- However, if a ticket is created remotely via email or an alternative to an App enabled Zendesk browser it is necessary to initiate the lifecycle state using a trigger (2).
- If the trigger finds an empty value in the Lifecycle State (3), the ticket will be tagged to initiate the lifecycle and force the calculation of the SLA event timers (4).
- However, if one or more SLA Plans is dependent upon the setting of a Priority, the trigger is generated with a condition to prevent firing unless a system Priority has been selected (5).
Update and or Replicate the Generated Trigger
- If there are any SLA Plans that aren't dependent on the setting of a Priority (Singular dimension) or if a custom Priority is in use it will be necessary to change this trigger condition and/or create replicant triggers with conditions that will ensure the lifecycle state is always initiated for each type of SLA Plan.
- Any updates made to the generated version of this trigger won't be overwritten if and when any configuration changes are saved.