You can set up a Service Level Agreement (SLA) to trigger alerts for tickets that breach specific criteria.
To create an SLA:
- Go to Settings - Business Rules - Service Level Agreement (SLA). The SLA page is displayed:
- Click on the Add SLA button at the top right of the page to open the Create SLA page:
- Enter the SLA Title and select from the following criteria:
- Apply to all tickets
- Specific criteria
- Apply to priority - Choose which Ticket Priorities the SLA applies to. Choose from 'All priorities' or select a particular priority.
- Apply to ticket queue - Choose from 'All ticket queues' or select one from the list.
- Specific user - Choose from 'All users' or a particular user.
- Specific customer - Choose from 'All customers' or select a particular customer.
- Raise priority to Urgent
- Raise priority to High
- Raise priority to Medium
- Notify installation administrator - This option uses the Installation email address recorded in the Installation Settings page. See Installation Settings.
- Notify custom email address
- Once finished, click on Create SLA. The new SLA is listed in the SLA page.
|When Specific criteria is selected (above), the following additional options are displayed:||
|Event||The ticket event or status that will trigger the breach.|
|Time frame||The time frame to exceed before the ticket is deemed in breach.|
The action performed when ticket criteria is breached. Choose from:
|Future tickets only||Restrict SLA application to future tickets only (not tickets already raised).|