Identifying Tickets with Failed SLA Requests (SLA3)

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If at any time there is a Zendesk connection failure preventing outgoing calls to the CloudSET SLA Management Web Services the request will not have been received and so the SLA event timers will not have been started or recalculated as expected.

As part of your CloudSET SLA Management extension framework a 'handshake' mechanism is in used to identify when an attempted call from your Zendesk account failed to reach the SLA Management web server.

This involves setting a field value when the attempted call is made from your Zendesk account and then updating the field value when the request has been received and successfully processed by the SLA Management web server.

This being the case it is possible to identify a list of all tickets with failed SLA requests by creating the following view:

Identifying Tickets with Failed SLA Requests (SLA3)

Sub Banner

Identifying Tickets with Failed SLA Requests (SLA3)

If at any time there is a Zendesk connection failure preventing outgoing calls to the CloudSET SLA Management Web Services the request will not have been received and so the SLA event timers will not have been started or recalculated as expected.

As part of your CloudSET SLA Management extension framework a 'handshake' mechanism is in used to identify when an attempted call from your Zendesk account failed to reach the SLA Management web server.

This involves setting a field value when the attempted call is made from your Zendesk account and then updating the field value when the request has been received and successfully processed by the SLA Management web server.

This being the case it is possible to identify a list of all tickets with failed SLA requests by creating the following view:

Identifying Tickets with Failed SLA Requests (SLA3)

Sub Banner

If at any time there is a Zendesk connection failure preventing outgoing calls to the CloudSET SLA Management Web Services the request will not have been received and so the SLA event timers will not have been started or recalculated as expected.

As part of your CloudSET SLA Management extension framework a 'handshake' mechanism is in used to identify when an attempted call from your Zendesk account failed to reach the SLA Management web server.

This involves setting a field value when the attempted call is made from your Zendesk account and then updating the field value when the request has been received and successfully processed by the SLA Management web server.

This being the case it is possible to identify a list of all tickets with failed SLA requests by creating the following view:

Identifying Tickets with Failed SLA Requests (SLA3)

Sub Banner

Identifying Tickets with Failed SLA Requests (SLA3)

If at any time there is a Zendesk connection failure preventing outgoing calls to the CloudSET SLA Management Web Services the request will not have been received and so the SLA event timers will not have been started or recalculated as expected.

As part of your CloudSET SLA Management extension framework a 'handshake' mechanism is in used to identify when an attempted call from your Zendesk account failed to reach the SLA Management web server.

This involves setting a field value when the attempted call is made from your Zendesk account and then updating the field value when the request has been received and successfully processed by the SLA Management web server.

This being the case it is possible to identify a list of all tickets with failed SLA requests by creating the following view: