Decommissioning a CloudSET SLA3 Installation

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The following procedure should be carried out if there is a need to completely remove the use of your CloudSET SLA Management setup and configuration if using release SLA3.

A CloudSET SLA3 installation can be identified from the presence of the CloudSET SLA Management Configuration Tool (3).

1. Notify Coherence Design of your Intention to Decommission

Please notify Coherence Design of your intention to decommission the use of your CloudSET SLA Management services at the earliest opportunity.

This will enable preparation and scheduling of the resources required to complete step 3. in this procedure at a mutually convenient date and time based on your intentions.

Ideally this procedure should be initiated by raising a ticket via the support desk: support@cloudset.zendesk.com.

2. Deactivate and/or Delete all SLA Specific Targets

2. Deactivate and/or Delete all SLA Specific Targets

The following targets are use as part of your CloudSET SLA Management setup and configuration to call the services used to calculate and start timers and manage the data in the SLA-M Dashboard:

  • DashboardFieldChangerEU
  • DashboardFieldChangerUS
  • SLAManagementEU
  • SLAManagementUS

Each of these targets should be deactivated (3) and/or deleted to prevent any further SLA service requests being issued for your tickets.

3. Submit Request to Clear out Running SLA Event Timers

Once the SLA targets have been removed in step 2. above to prevent any further service requests it will be necessary to notify Coherence Design and request the removal of all running SLA event timers calculated and started in response to previous requests.

If this step isn't performed the timers will eventually finish and an attempt will be made by the SLA services to update the corresponding ticket.

A request to complete this task can be submitted to Coherence Design using a ticket via the support desk: support@cloudset.zendesk.com.

Ideally a ticket should have been raised in advance of your intention to decommission the CloudSET SLA Management services (see step 1. above), in which case this request should be submitted as a post confirming completion of step 2. above.

4. Deactivate and/or Delete all SLA Specific Ticket Fields

4. Deactivate and/or Delete all SLA Specific Ticket Fields

Once all CloudSET SLA services requests and responses have been stopped in steps 2. and 3. above, it will be possible to deactivate (3) and/or delete all ticket fields used specifically for the purposes of SLA Management.

Most if not all of these fields will have been generated when creating and updating your CloudSET SLA Management configurations and will have been prefixed SLA3.

Depending upon the specifics of the support process and SLA setup there might also be some additional manually created fields, but if these were introduced by a CloudSET consultant on your behalf they will also have been prefixed with SLA3.

Obviously care should be taken not to remove any of your own ticket fields that might also use the SLA3 prefix and will remain in use after the CloudSET SLA Management services have  been decommissioned.

*Note: it is important to remove the SLA specific ticket fields before the CloudSET SLA Management App is undeployed (see step 7. below), otherwise some of these fields might show up in your ticket forms.

5. Deactivate and/or Delete all SLA Specific Triggers

5. Deactivate and/or Delete all SLA Specific Triggers

A number of triggers will have been introdcued as part of your SLA Management setup used to assign SLA to your tickets, submit SLA services requests and respond to processed SLA services, and these should now be deactivated (3) and/or deleted.

The majority of these triggers will have been generated when creating and updating your CloudSET SLA Management configurations and will have been prefixed SLA3.

Depending upon the specifics of the support process and SLA setup there might also be some additional manually created triggers, but if these were introduced by a CloudSET consultant on your behalf they will also have been prefixed with SLA3.

You might also have created your own triggers to process rules that determine if, when and how SLA should be applied and/or how to respond when a warning or violation timer fires and you might not have prefixed these with SLA3.

Obviously care should be taken not to remove any of your own triggers that might also use the SLA3 prefix and will remain in use after the CloudSET SLA Management services have been decommissioned.

*Note 1: until removed some of these triggers will continue to fire after step 2. above has been completed, but without the SLA targets in place the SLA service request will not be made.

*Note 2: some of these triggers will continue to fire in response to SLA event timers firing, until such time as step 3. above has been completed to remove all running timers.

6. Deactivate and/or Delete all SLA Specific Macros

6. Deactivate and/or Delete all SLA Specific Macros

Depending upon the specifics of your support process and use of SLA services a number of SLA specific macros might have been introduced and since these will no longer serve any purpose they should be deactivated (3) and/or deleted.

If the macros were introduced by your CloudSET Consultant then they will usually have been grouped as SLA Management::, but this might not necessarily always be the case and you might have introduced your own SLA specific macros.

7. Undeploy the CloudSET SLA Management Apps

7. Undeploy the CloudSET SLA Management Apps

Once all components of your SLA Management setup and configuration have been removed it is safe to undeploy (3) the following 2 CloudSET Apps:

  • CloudSET SLA Management
  • SLA-M Dashboard

Once these Apps have been undeployed the following will no longer be present in your Zendesk:

**WARNING** Please be aware that undeploying these Apps will also permanently remove all configuration data used to model and specify your SLA process along with all data held about your tickets and event in the SLA-M Dashboard.  

8. Removing the CloudSET Framework

8. Removing the CloudSET Framework

If having decommissioned the CloudSET SLA Management solution and services there is no further use for any other CloudSET Apps then it is possible to completely remove the CloudSET Framework by deleting the App (4) from within the Zendesk Admin > Manage page (2).

**WARNING** Please be aware that deleting the CloudSET Framework will permanently remove all configuration data held for any CloudSET Apps in use by your Zendesk account.

9. Notify Coherence Design once Decommissioning Complete

Please notify Coherence Design once the above steps are complete and the CloudSET SLA services are no longer required.

This will enable your CloudSET subscription to be updated preventing any further use and billing of these services.

A request to complete this task can be submitted to Coherence Design using a ticket via the support desk: support@cloudset.zendesk.com.

Ideally a ticket should have been raised in advance of your intention to decommission the CloudSET SLA Management services (see step 1. above), in which case this request should be submitted as a post confirming completion of step 2. above.

Decommissioning a CloudSET SLA3 Installation

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Decommissioning a CloudSET SLA3 Installation

The following procedure should be carried out if there is a need to completely remove the use of your CloudSET SLA Management setup and configuration if using release SLA3.

A CloudSET SLA3 installation can be identified from the presence of the CloudSET SLA Management Configuration Tool (3).

1. Notify Coherence Design of your Intention to Decommission

Please notify Coherence Design of your intention to decommission the use of your CloudSET SLA Management services at the earliest opportunity.

This will enable preparation and scheduling of the resources required to complete step 3. in this procedure at a mutually convenient date and time based on your intentions.

Ideally this procedure should be initiated by raising a ticket via the support desk: support@cloudset.zendesk.com.

2. Deactivate and/or Delete all SLA Specific Targets

2. Deactivate and/or Delete all SLA Specific Targets

The following targets are use as part of your CloudSET SLA Management setup and configuration to call the services used to calculate and start timers and manage the data in the SLA-M Dashboard:

  • DashboardFieldChangerEU
  • DashboardFieldChangerUS
  • SLAManagementEU
  • SLAManagementUS

Each of these targets should be deactivated (3) and/or deleted to prevent any further SLA service requests being issued for your tickets.

3. Submit Request to Clear out Running SLA Event Timers

Once the SLA targets have been removed in step 2. above to prevent any further service requests it will be necessary to notify Coherence Design and request the removal of all running SLA event timers calculated and started in response to previous requests.

If this step isn't performed the timers will eventually finish and an attempt will be made by the SLA services to update the corresponding ticket.

A request to complete this task can be submitted to Coherence Design using a ticket via the support desk: support@cloudset.zendesk.com.

Ideally a ticket should have been raised in advance of your intention to decommission the CloudSET SLA Management services (see step 1. above), in which case this request should be submitted as a post confirming completion of step 2. above.

4. Deactivate and/or Delete all SLA Specific Ticket Fields

4. Deactivate and/or Delete all SLA Specific Ticket Fields

Once all CloudSET SLA services requests and responses have been stopped in steps 2. and 3. above, it will be possible to deactivate (3) and/or delete all ticket fields used specifically for the purposes of SLA Management.

Most if not all of these fields will have been generated when creating and updating your CloudSET SLA Management configurations and will have been prefixed SLA3.

Depending upon the specifics of the support process and SLA setup there might also be some additional manually created fields, but if these were introduced by a CloudSET consultant on your behalf they will also have been prefixed with SLA3.

Obviously care should be taken not to remove any of your own ticket fields that might also use the SLA3 prefix and will remain in use after the CloudSET SLA Management services have  been decommissioned.

*Note: it is important to remove the SLA specific ticket fields before the CloudSET SLA Management App is undeployed (see step 7. below), otherwise some of these fields might show up in your ticket forms.

5. Deactivate and/or Delete all SLA Specific Triggers

5. Deactivate and/or Delete all SLA Specific Triggers

A number of triggers will have been introdcued as part of your SLA Management setup used to assign SLA to your tickets, submit SLA services requests and respond to processed SLA services, and these should now be deactivated (3) and/or deleted.

The majority of these triggers will have been generated when creating and updating your CloudSET SLA Management configurations and will have been prefixed SLA3.

Depending upon the specifics of the support process and SLA setup there might also be some additional manually created triggers, but if these were introduced by a CloudSET consultant on your behalf they will also have been prefixed with SLA3.

You might also have created your own triggers to process rules that determine if, when and how SLA should be applied and/or how to respond when a warning or violation timer fires and you might not have prefixed these with SLA3.

Obviously care should be taken not to remove any of your own triggers that might also use the SLA3 prefix and will remain in use after the CloudSET SLA Management services have been decommissioned.

*Note 1: until removed some of these triggers will continue to fire after step 2. above has been completed, but without the SLA targets in place the SLA service request will not be made.

*Note 2: some of these triggers will continue to fire in response to SLA event timers firing, until such time as step 3. above has been completed to remove all running timers.

6. Deactivate and/or Delete all SLA Specific Macros

6. Deactivate and/or Delete all SLA Specific Macros

Depending upon the specifics of your support process and use of SLA services a number of SLA specific macros might have been introduced and since these will no longer serve any purpose they should be deactivated (3) and/or deleted.

If the macros were introduced by your CloudSET Consultant then they will usually have been grouped as SLA Management::, but this might not necessarily always be the case and you might have introduced your own SLA specific macros.

7. Undeploy the CloudSET SLA Management Apps

7. Undeploy the CloudSET SLA Management Apps

Once all components of your SLA Management setup and configuration have been removed it is safe to undeploy (3) the following 2 CloudSET Apps:

  • CloudSET SLA Management
  • SLA-M Dashboard

Once these Apps have been undeployed the following will no longer be present in your Zendesk:

**WARNING** Please be aware that undeploying these Apps will also permanently remove all configuration data used to model and specify your SLA process along with all data held about your tickets and event in the SLA-M Dashboard.  

8. Removing the CloudSET Framework

8. Removing the CloudSET Framework

If having decommissioned the CloudSET SLA Management solution and services there is no further use for any other CloudSET Apps then it is possible to completely remove the CloudSET Framework by deleting the App (4) from within the Zendesk Admin > Manage page (2).

**WARNING** Please be aware that deleting the CloudSET Framework will permanently remove all configuration data held for any CloudSET Apps in use by your Zendesk account.

9. Notify Coherence Design once Decommissioning Complete

Please notify Coherence Design once the above steps are complete and the CloudSET SLA services are no longer required.

This will enable your CloudSET subscription to be updated preventing any further use and billing of these services.

A request to complete this task can be submitted to Coherence Design using a ticket via the support desk: support@cloudset.zendesk.com.

Ideally a ticket should have been raised in advance of your intention to decommission the CloudSET SLA Management services (see step 1. above), in which case this request should be submitted as a post confirming completion of step 2. above.

Decommissioning a CloudSET SLA3 Installation

Sub Banner

The following procedure should be carried out if there is a need to completely remove the use of your CloudSET SLA Management setup and configuration if using release SLA3.

A CloudSET SLA3 installation can be identified from the presence of the CloudSET SLA Management Configuration Tool (3).

1. Notify Coherence Design of your Intention to Decommission

Please notify Coherence Design of your intention to decommission the use of your CloudSET SLA Management services at the earliest opportunity.

This will enable preparation and scheduling of the resources required to complete step 3. in this procedure at a mutually convenient date and time based on your intentions.

Ideally this procedure should be initiated by raising a ticket via the support desk: support@cloudset.zendesk.com.

2. Deactivate and/or Delete all SLA Specific Targets

2. Deactivate and/or Delete all SLA Specific Targets

The following targets are use as part of your CloudSET SLA Management setup and configuration to call the services used to calculate and start timers and manage the data in the SLA-M Dashboard:

  • DashboardFieldChangerEU
  • DashboardFieldChangerUS
  • SLAManagementEU
  • SLAManagementUS

Each of these targets should be deactivated (3) and/or deleted to prevent any further SLA service requests being issued for your tickets.

3. Submit Request to Clear out Running SLA Event Timers

Once the SLA targets have been removed in step 2. above to prevent any further service requests it will be necessary to notify Coherence Design and request the removal of all running SLA event timers calculated and started in response to previous requests.

If this step isn't performed the timers will eventually finish and an attempt will be made by the SLA services to update the corresponding ticket.

A request to complete this task can be submitted to Coherence Design using a ticket via the support desk: support@cloudset.zendesk.com.

Ideally a ticket should have been raised in advance of your intention to decommission the CloudSET SLA Management services (see step 1. above), in which case this request should be submitted as a post confirming completion of step 2. above.

4. Deactivate and/or Delete all SLA Specific Ticket Fields

4. Deactivate and/or Delete all SLA Specific Ticket Fields

Once all CloudSET SLA services requests and responses have been stopped in steps 2. and 3. above, it will be possible to deactivate (3) and/or delete all ticket fields used specifically for the purposes of SLA Management.

Most if not all of these fields will have been generated when creating and updating your CloudSET SLA Management configurations and will have been prefixed SLA3.

Depending upon the specifics of the support process and SLA setup there might also be some additional manually created fields, but if these were introduced by a CloudSET consultant on your behalf they will also have been prefixed with SLA3.

Obviously care should be taken not to remove any of your own ticket fields that might also use the SLA3 prefix and will remain in use after the CloudSET SLA Management services have  been decommissioned.

*Note: it is important to remove the SLA specific ticket fields before the CloudSET SLA Management App is undeployed (see step 7. below), otherwise some of these fields might show up in your ticket forms.

5. Deactivate and/or Delete all SLA Specific Triggers

5. Deactivate and/or Delete all SLA Specific Triggers

A number of triggers will have been introdcued as part of your SLA Management setup used to assign SLA to your tickets, submit SLA services requests and respond to processed SLA services, and these should now be deactivated (3) and/or deleted.

The majority of these triggers will have been generated when creating and updating your CloudSET SLA Management configurations and will have been prefixed SLA3.

Depending upon the specifics of the support process and SLA setup there might also be some additional manually created triggers, but if these were introduced by a CloudSET consultant on your behalf they will also have been prefixed with SLA3.

You might also have created your own triggers to process rules that determine if, when and how SLA should be applied and/or how to respond when a warning or violation timer fires and you might not have prefixed these with SLA3.

Obviously care should be taken not to remove any of your own triggers that might also use the SLA3 prefix and will remain in use after the CloudSET SLA Management services have been decommissioned.

*Note 1: until removed some of these triggers will continue to fire after step 2. above has been completed, but without the SLA targets in place the SLA service request will not be made.

*Note 2: some of these triggers will continue to fire in response to SLA event timers firing, until such time as step 3. above has been completed to remove all running timers.

6. Deactivate and/or Delete all SLA Specific Macros

6. Deactivate and/or Delete all SLA Specific Macros

Depending upon the specifics of your support process and use of SLA services a number of SLA specific macros might have been introduced and since these will no longer serve any purpose they should be deactivated (3) and/or deleted.

If the macros were introduced by your CloudSET Consultant then they will usually have been grouped as SLA Management::, but this might not necessarily always be the case and you might have introduced your own SLA specific macros.

7. Undeploy the CloudSET SLA Management Apps

7. Undeploy the CloudSET SLA Management Apps

Once all components of your SLA Management setup and configuration have been removed it is safe to undeploy (3) the following 2 CloudSET Apps:

  • CloudSET SLA Management
  • SLA-M Dashboard

Once these Apps have been undeployed the following will no longer be present in your Zendesk:

**WARNING** Please be aware that undeploying these Apps will also permanently remove all configuration data used to model and specify your SLA process along with all data held about your tickets and event in the SLA-M Dashboard.  

8. Removing the CloudSET Framework

8. Removing the CloudSET Framework

If having decommissioned the CloudSET SLA Management solution and services there is no further use for any other CloudSET Apps then it is possible to completely remove the CloudSET Framework by deleting the App (4) from within the Zendesk Admin > Manage page (2).

**WARNING** Please be aware that deleting the CloudSET Framework will permanently remove all configuration data held for any CloudSET Apps in use by your Zendesk account.

9. Notify Coherence Design once Decommissioning Complete

Please notify Coherence Design once the above steps are complete and the CloudSET SLA services are no longer required.

This will enable your CloudSET subscription to be updated preventing any further use and billing of these services.

A request to complete this task can be submitted to Coherence Design using a ticket via the support desk: support@cloudset.zendesk.com.

Ideally a ticket should have been raised in advance of your intention to decommission the CloudSET SLA Management services (see step 1. above), in which case this request should be submitted as a post confirming completion of step 2. above.

Decommissioning a CloudSET SLA3 Installation

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Decommissioning a CloudSET SLA3 Installation

The following procedure should be carried out if there is a need to completely remove the use of your CloudSET SLA Management setup and configuration if using release SLA3.

A CloudSET SLA3 installation can be identified from the presence of the CloudSET SLA Management Configuration Tool (3).

1. Notify Coherence Design of your Intention to Decommission

Please notify Coherence Design of your intention to decommission the use of your CloudSET SLA Management services at the earliest opportunity.

This will enable preparation and scheduling of the resources required to complete step 3. in this procedure at a mutually convenient date and time based on your intentions.

Ideally this procedure should be initiated by raising a ticket via the support desk: support@cloudset.zendesk.com.

2. Deactivate and/or Delete all SLA Specific Targets

2. Deactivate and/or Delete all SLA Specific Targets

The following targets are use as part of your CloudSET SLA Management setup and configuration to call the services used to calculate and start timers and manage the data in the SLA-M Dashboard:

  • DashboardFieldChangerEU
  • DashboardFieldChangerUS
  • SLAManagementEU
  • SLAManagementUS

Each of these targets should be deactivated (3) and/or deleted to prevent any further SLA service requests being issued for your tickets.

3. Submit Request to Clear out Running SLA Event Timers

Once the SLA targets have been removed in step 2. above to prevent any further service requests it will be necessary to notify Coherence Design and request the removal of all running SLA event timers calculated and started in response to previous requests.

If this step isn't performed the timers will eventually finish and an attempt will be made by the SLA services to update the corresponding ticket.

A request to complete this task can be submitted to Coherence Design using a ticket via the support desk: support@cloudset.zendesk.com.

Ideally a ticket should have been raised in advance of your intention to decommission the CloudSET SLA Management services (see step 1. above), in which case this request should be submitted as a post confirming completion of step 2. above.

4. Deactivate and/or Delete all SLA Specific Ticket Fields

4. Deactivate and/or Delete all SLA Specific Ticket Fields

Once all CloudSET SLA services requests and responses have been stopped in steps 2. and 3. above, it will be possible to deactivate (3) and/or delete all ticket fields used specifically for the purposes of SLA Management.

Most if not all of these fields will have been generated when creating and updating your CloudSET SLA Management configurations and will have been prefixed SLA3.

Depending upon the specifics of the support process and SLA setup there might also be some additional manually created fields, but if these were introduced by a CloudSET consultant on your behalf they will also have been prefixed with SLA3.

Obviously care should be taken not to remove any of your own ticket fields that might also use the SLA3 prefix and will remain in use after the CloudSET SLA Management services have  been decommissioned.

*Note: it is important to remove the SLA specific ticket fields before the CloudSET SLA Management App is undeployed (see step 7. below), otherwise some of these fields might show up in your ticket forms.

5. Deactivate and/or Delete all SLA Specific Triggers

5. Deactivate and/or Delete all SLA Specific Triggers

A number of triggers will have been introdcued as part of your SLA Management setup used to assign SLA to your tickets, submit SLA services requests and respond to processed SLA services, and these should now be deactivated (3) and/or deleted.

The majority of these triggers will have been generated when creating and updating your CloudSET SLA Management configurations and will have been prefixed SLA3.

Depending upon the specifics of the support process and SLA setup there might also be some additional manually created triggers, but if these were introduced by a CloudSET consultant on your behalf they will also have been prefixed with SLA3.

You might also have created your own triggers to process rules that determine if, when and how SLA should be applied and/or how to respond when a warning or violation timer fires and you might not have prefixed these with SLA3.

Obviously care should be taken not to remove any of your own triggers that might also use the SLA3 prefix and will remain in use after the CloudSET SLA Management services have been decommissioned.

*Note 1: until removed some of these triggers will continue to fire after step 2. above has been completed, but without the SLA targets in place the SLA service request will not be made.

*Note 2: some of these triggers will continue to fire in response to SLA event timers firing, until such time as step 3. above has been completed to remove all running timers.

6. Deactivate and/or Delete all SLA Specific Macros

6. Deactivate and/or Delete all SLA Specific Macros

Depending upon the specifics of your support process and use of SLA services a number of SLA specific macros might have been introduced and since these will no longer serve any purpose they should be deactivated (3) and/or deleted.

If the macros were introduced by your CloudSET Consultant then they will usually have been grouped as SLA Management::, but this might not necessarily always be the case and you might have introduced your own SLA specific macros.

7. Undeploy the CloudSET SLA Management Apps

7. Undeploy the CloudSET SLA Management Apps

Once all components of your SLA Management setup and configuration have been removed it is safe to undeploy (3) the following 2 CloudSET Apps:

  • CloudSET SLA Management
  • SLA-M Dashboard

Once these Apps have been undeployed the following will no longer be present in your Zendesk:

**WARNING** Please be aware that undeploying these Apps will also permanently remove all configuration data used to model and specify your SLA process along with all data held about your tickets and event in the SLA-M Dashboard.  

8. Removing the CloudSET Framework

8. Removing the CloudSET Framework

If having decommissioned the CloudSET SLA Management solution and services there is no further use for any other CloudSET Apps then it is possible to completely remove the CloudSET Framework by deleting the App (4) from within the Zendesk Admin > Manage page (2).

**WARNING** Please be aware that deleting the CloudSET Framework will permanently remove all configuration data held for any CloudSET Apps in use by your Zendesk account.

9. Notify Coherence Design once Decommissioning Complete

Please notify Coherence Design once the above steps are complete and the CloudSET SLA services are no longer required.

This will enable your CloudSET subscription to be updated preventing any further use and billing of these services.

A request to complete this task can be submitted to Coherence Design using a ticket via the support desk: support@cloudset.zendesk.com.

Ideally a ticket should have been raised in advance of your intention to decommission the CloudSET SLA Management services (see step 1. above), in which case this request should be submitted as a post confirming completion of step 2. above.