How do I create SLA & Escalations?

• Related Articles

• Will the same SLA work across all Departments?

  No, SLA's work only within the Department. You have to create SLA's for individual Departments.

• Can I create Pre-defined Request Templates?

  Yes, you can create pre-defined Request Templates with pre-defined set of values in the Request form fields. Customers or Support Agents can quickly select the Request Template for further action. To add new Request Template, Goto Setup >Templates ...

• How to create a request template for frequently raised requests?

  You can create Request Templates and add requests instantly using them. They can be customized individually for frequently raised issues. Just select any template relevant to the request from the Select Template drop box in the New Request from. ...

• Can I create a custom request view apart from default ones provided?

  Yes. You can create a custom view apart from the default views provided. Please follow the steps listed below to create a custom view. Move the pointer near to the View button and click

• How do I setup Escalation matrix for my organization?

  You can setup four level's of escalation for your organization. To setup escalation matrix, you have to create SLA's. Goto Setup > SLA Settings > Service Level Agreements > Create SLA, specify criteria and setup Escalation Levels. Refer SLA and ...