Set SLAs based on criteria with different ETAs for different accounts.
This can be categorized based on the templates associations of accounts and having the SLA's pre-defined already
1. Pre-define SLAs with different ETAs.
2. Go to Admin > Service Catalog > Field & Form Rules > On Feild Change > Set "Selected Templates" and choose the Templates > On Field Change > Set Priority.
3. Under Actions > Execute Script and make use of the below Script:
setTimeout(function(){
var priority = $CS.getText("PRIORITY");
var SLA = "Select";
if (priority === "High") {
SLA = "SLA 3";
} else if (priority == "Medium") {
SLA = "SLA 1";
}
jQuery('[id^=servicesla_option_]:contains("' + SLA + '")').trigger("click");
},400);
All the above-mentioned can be done from the build 10602 using Global FAFR as highlighted above.
New to ADSelfService Plus?
Related Articles
Send escalation email to the Technician "Reporting to" if SLA is violated (Deluge).
From Builds 10600 and above Follow the below steps and based on the update we need to create a custom trigger based on the action set under the SLA escalation notification and then with the help of that we can execute the custom trigger and the ...Set SLA automatically for a service request using FAFR
Note: The below FAFR script will work only on 10600 MSP and above Requirement: Set SLA automatically for a service request depending on the Priority. Usecase: Let us consider a scenario where SLA has to be set depending on the requester's associated ...Account based outgoing mail sever settings post build 14001
ACCOUNT BASED OUTGOING MAIL SERVER FEATURE: The account based outgoing mail server feature was introduced in builds 14001. Purpose: Having multiple accounts in the application, we use the account support email addresses to distinguish incoming emails ...Deluge Script to achieve First Response SLA- builds above 13.0
Before following the below steps, ensure that you have the option "Enable First response by default for notes addition" under Admin - > Self Service portal settings. 1. Go to Admin - > general settings-> Global Functions and click on New. Copy the ...How to send SLA notification mail to the different users when a SLA is breached for builds 10500 and above
We can use the Email feature in the custom triggers to send notifications to different roles configured in SDP-MSP. By default, the SLA notification can be sent to Account Managers, Point of Contact, Technician, Requester. If you would like to send ...