Overview of SLA parameters
Monday, December 5, 2016 2:38 AM

Active SLAs can be fine-tuned with SLA parameters to give you precise control over the aging process of SLA-dependent tickets. It is highly recommended that your read all the prerequisite information to fully understand the scope of the SLA parameters covered here. This article details how SLA parameters affect the aging of individual emails within tickets and the corresponding SLA notifications.

Prerequisites

Guide on how to configure and use SLAs in FocalScope

Tutorial

Understanding SLA parameters

The following points apply to the [Stop SLA monitoring on any of the following conditions] parameters:

  • [Email is replied by an agent] - when an agent replies to an incoming message, the SLA timer is stopped. The customer will have to send a new related email to start the SLA timer on the new message
  • [Ticket is closed] - when the ticket state is set to closed, the SLA timer will be stopped. The customer will have to send a new related email to start the SLA timer on the new message
  • [Ticket is put on hold] - when the ticket state is set to on hold, the SLA timer will be stopped. The customer will have to send a new related email to start the SLA timer on the new message
  • [Email is moved to another folder] - when an email is moved to another folder, the SLA timer will be stopped. Please note, the stopped SLA timer will not resume if the email is simply moved back to it's original folder. The customer will have to send a new related email to start the SLA timer on the new message



Figure 1 - SLA parameters for fine tuning ticket aging


Please notethe [SLA notification options] are dependent on the parameters explained in the previous section. As such, at least one of the [Stop SLA monitoring on any of the following conditions] parameters must be active and initiated for the following options to take effect:


  • [Reset SLA color notifications on conditions configured above] - when the SLA timer is stopped by an SLA parameter, this option will remove the paint scheme that was applied to the email by the SLA engine
  • [Remove ticket from SLA escalation folder on conditions configured above] - when the SLA timer is stopped by an SLA parameter, this option will revoke any of the affected ticket's escalations to other folders



Figure 2 - SLA notification options

Additional Information

Guide on how to configure and use SLAs in FocalScope