General -> Prefix
Settings -> SLAs
1. General
*Explanation:
The
Service Business Time area is used to set the company's working time frame such
as working hours of the day, working things of the week. The data set will be
used for the SLA screen (For example, when a customer sends a ticket to the
company at 23:00 on Sunday, but the company only does it from 8 am to 6 pm on
Monday to Friday, the ticket will be processed on the 2nd day at 8 am) and will
be used to calculate the Due Date for the Ticket
2. Prefix Settings
Select
Settings -> Select the Prefix Settings screen
The Prefix Settings screen is used to set up code data to display
automatically when creating new data at SLAs, KPIs, Categories, Tickets, and
Work Flow screens
3. SLAs
SLAs
screen is used to create and manage criteria and conditions for service
agreement between customers and companies. The data at this screen will be used
for the Tickets menu screen
- Step
1: Select the SLAs menu -> Select the
Add function present in the screen
- Step
2: The system will display the
Add Service Level Agreement ->
Enter the necessary data -> Then click Save to save the operation or select Close to close the
screen and cancel the operation just performed
*Explanation:
o The Code field will display the code
of the corresponding SLA. The data at this field is taken from the settings at
the Prefix Settings screen
o
The
Name field is used to enter the name of the SLA. Example: Respond to customers instantly within 2 hours
o
The
Grace Period field is used to enter
the execution time. If the execution time is minutes or seconds, the unit of time in hours must be recalculated
o
Disable overdue and warning alerts notices: If it
is permissible to send an alert when a
ticket is overdue but still
unanswered, do not check it. Conversely, if warning notifications are not
allowed to be sent to the selected person, check the box
o
The Event field is used to select events to take when the processing time is exceeded:
·
Send alerts to selected admins or staff
·
Close
ticket
o
The Hours of Operation field is used to select the
applicable time frame: Full-time
support or support according to the company's working hours. If not selected, the system will
default to full-time
support hours
- Step
3: After successfully saving step 2, the
system will display the Service
Level Agreement Warnings screen -> Proceed
to create an alert for
SLA -> Select the Add Service Level Agreement Warning function with
in the screen
- Step
4: The system will display the
Add Service Level Agreement Warning
-> Enter the necessary data
-> Then click Save to save
the operation or select Close to close the screen and cancel the operation just
performed. (Currently
this step is only declared
for display, will update the business handler
in the next version)
*Explanation:
o
Enter
% complete to alert
according to the duration
of the Grace Period (Hours) field. Example: The customer sends a sticket and is bound to respond within 2 hours, but the 2-hour time has expired and % is not completed yet. reaching 100% will send an alert or increase or
decrease the priority of that ticket. The
formula for calculating % will be based
on: actual time -
creation time = elapsed time => %
= elapsed time / SLA
time *100
o
The Order Number field is used to
enter the order in which the step is performed in the alert process, the smaller
the number will be displayed at the top of the list and done first
