SLA

This page is under constructions for CommitCRM 6.0 Beta

This page is under constructions for CommitCRM 6.0 Beta

Overview

SLAs in CommitCRM provide an easy way to manage Service-Level Agreements (SLA) and apply them on Tickets automatically.

The SLA feature helps you provide services to your customers within the time frame agreed with them.

SLAs can be linked to Accounts or Contracts, thus automatically applied to Tickets created under the Account or Contract.

Once an SLA is assigned to a Ticket, the system automatically manages the Ticket’s Due Date field. The user cannot manually set the Due Date for Tickets with an SLA.

SLAs in CommitCRM you your way to “teach” the system the maximum response times agreed with the customer to handle and resolve different problems. To do this you define rules for automatic calculation of the maximum delivery time, which in turn, will determine the Due Date for your Tickets.

SLA Due Date calculation takes into account your actual working hours, as defined in the new customizable Working_Hours_Schedule feature.

Ticket’s Due Date Management

The Ticket’s Due Date field determines the maximum time for resolution of the Ticket. If the Due Date is reached, it will appear in red throughout the application, alerting users that this ticket is overdue. Tickets can also be sorted by the Due Date, showing the currently due Tickets at the top.

The Ticket’s Due Date can be managed in two ways:

1. Manually (by the user) - when no SLA is assigned to the Ticket, the Due Date is not calculated automatically and the user can leave it empty or set it manually.
2. Automatically (by the SLA) - once an SLA is assigned to a Ticket, the system automatically manages the Ticket’s Due Date field. The user cannot manually set the Due Date for Tickets with an SLA.

Assigning an SLA to a Ticket

All Tickets that are created in the system can be assigned with an SLA. This includes:

• Tickets created via the the client application.
• Tickets created via the Web Interface by customers or by employees.
• Tickets created via third-part applications via the CommitCRM API.

SLA can be automatically assigned to a Ticket in the following cases:

• When the Ticket’s Contract has a default SLA defined.
• When the Ticket’s Account has a default SLA defined.
• When a third-party applications assigns the SLA via the API.

Otherwise, the Ticket is not assigned with an SLA automatically, and the user can select the SLA in the Ticket window.

Note that the SLA can be removed from the Ticket at all times, thus leaving the Due Date management to the user.

The following diagram shows how CommitCRM assigns the SLA to a Ticket:

Automatic Ticket Due Date Calculation

A Ticket’s Due Date is automatically calculated only when the Ticket has an SLA assigned to it. Once an SLA is assigned to a Ticket, the system automatically manages the Ticket’s Due Date field. The user cannot manually set the Due Date for Tickets with an SLA.

Due Date calculation is performed when:

1. New Ticket is created via the client application or Web Interface.
2. Existing Ticket is saved via the client application or Web Interface.
3. Ticket is being created or saved by third-party applications via the CommitCRM API.

Due Date calculation adds to the Ticket creation date and time, the time interval defined in the SLA. The SLA rules are matched to the Ticket according to the Ticket data (such as the Ticket’s Priority, Type, Source, Category etc.).

Matching the correct SLA Rule is done in the following manner: