SLA Violation Reason

SLA Violation Reason

One of the most requested requirements is the ability to require technicians to provide a reason for SLA violated tickets before resolving or closing them. Although there is no straightforward configuration available for this requirement, it can be achieved by Business Rules Abort operation.

Please refer to the steps outlined below to configure this.

1. Create a multiline type request additional field. Ensure the field is added to all request templates.

2. Create a Business Rule as shown in the screenshot below.






4. Similarly, for First Response violation reason, add another rule as shown in the screenshot below.




So, when the technician attempts to resolve the request without specifying the reason, the application will deny the operation stating the reason specified in the negate operation.



Notes
Note: If you want this to apply to Service Requests as well, you will need to create a similar rule under Admin >  Automation > Business Rules > Service.


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