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SLA Customizations

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  • 1.  SLA Customizations

    Posted 12-11-2017 01:59 PM

    Hello Community,

     

    Some customer just got a bit creative and shoot us the following requirement:

     

    -When an user open a tickets, SDM should ask him a series of questions and based on the answer SDM should set the priority of the ticket and the SLA.

     

    Based on the knowledge i have i don't see this very likely to achieve without doing some serious customizations, and even doing customizations it seems too difficult to achieve.

     

    Any toughts?

     

     

     

    Regards.



  • 2.  Re: SLA Customizations
    Best Answer

    Posted 12-11-2017 02:54 PM

    Hi Jason,

    Yeah you are correct - we dont have that type of engine built in.  We do have properties that can be added to categories, and are category specific, but the answers to those properties dont have functionality to drive anything else like set the SLA and Priority.   You probably could have a PAM process that could do something like this by querying the answers to the properties, and then set the priority and attach SLAs accordingly.    Outside of that, it would require a TON of custom spelcode, and would be way outside the scope of support.  May also be difficult to troubleshoot in the future. 

    This one would make for a good "idea" here if you wanted to post it and see how many votes it gets

    Thanks,

    Jon I.



  • 3.  Re: SLA Customizations

    Posted 12-11-2017 03:26 PM

    As Jon_Israel pointed out, this functionality does not exist at the present as SLA's are driven by choices made for the affected end user, category, and priority values.  Can you provide an example of what you are trying to do?  What are the sort of questions that could be raised, and how would the responses to those questions drive which SLA should be introduced?  

     

    A thought along the lines of PAM is to build a custom web services application that does the interpretation of the questions being fielded and generates the appropriate SLA which can then be used in a call to create a ticket, but it would be simply an overlay to the SDM interface, which does not provide this functionality natively.



  • 4.  Re: SLA Customizations

    Posted 12-14-2017 06:14 PM

    Hello,

     

    OOTB its not possible, but you could create something like the default survey of USD, some table with questions - answers - give weight to the answers and throught spell you could set the priority in the ticket based on the answers to the questions. It's necessary a little big customization but it's not hard, if you have time and you know very well the system, could be a really good spend of time

     

    Regards,