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SLAs(Service Level Agreements )

  1. Go to log in:
  2. Go to admin under the business rules you can able to see the service level agreements as shown below snapshot.

3. Using the service level agreements you can able to find the open and new support tickets based on below snapshot.

Give it a distinctive name

Specify the ticket groups for which the SLA is to apply (these can also be arbitrarily combined and thus specified)

In the preview you see the selection of the tickets and double-check whether those are correct

Choose the business-calendar

Define the SLA-Times:

First Response Time frame for the first response (external call, email)

Update Time Time frame for every following response (external call, Email)

Solution Time Time frame for solving the problem (status: closed).


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