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- Define Service Level agreement rules to alert technicians and supervisors when a ticket does not meet a certain criteria after the specified amount of time.
- Set the daily start and stop times to define when the SLA rules are applied. This is useful for preventing notifications from being sent during off business hours.
- Automatically escalate tickets to higher levels based on the SLA rules you define.
- View detailed reports of each SLA event, including the rule applied, the associated ticket information and who was assigned.
- Display color coded visual indicators in the technician interface, allowing technicians to see at a glance which tickets need attention first.
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