Service Level Agreement
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 ...
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 ...
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 ...
SLA not working
There are a few configurations that need to be checked 1. Account/Site Check the request Account & Site, Now, go to Admin>Service Level Agreements>Filter the Account & Site and make sure the SLA is created for the same 2. Operational Hours Go to ...