Last Updated: March 18, 2021

To begin setting up an SLA, go to the process lane in which a lane status is set into either of the following:

- In Process
- For Approval
- For Review
- Automation



Upon enabling the SLA button, a wizard will pop-up where you need to define the following:

1. SLA

This refers to the 'start of countdown' or the range of time a ticket should remain upon entering the process lane.

- Unit: Date, Day, Hours, Minutes
- Input Method: From Form, Manual Input

If From Form, a new field will appear containing columns in the form builder that has corresponding data input in the Unit you selected. For example, you selected 'Date' as the data input in a column, the from form will show columns that has 'Date' as data input in the form builder.
If Manual Input, you will be the one to directly type the range of time a ticket should stay in a process lane.



2. When SLA is Due

This will remind the approver at the exact time the ticket is due.

- Flag Color: You can change the flag color if a ticket meets its due
- Action: Currently supported actions are Send Notification, Move Ticket to Another Lane, and Assign to Another User or Group



3. When SLA due time approaches

This will remind the approver minutes, hours, or days before the Ticket's due time.

- Unit: Date, Day, Hours, Units
- Input: Length of unit
- Flag Color: You can change the flag color if a ticket meets its due
- Action: Currently supported action is Send Notification



4. If SLA was not met

This will remind the approver minutes, hours, or days after the ticket's due time.

- Unit: Date, Day, Hours, Units
- Input: Length of unit
- Flag Color: You can change the flag color if a ticket meets its due
- Action: Currently supported actions are Send Notification, Move Ticket to Another Lane, and Assign to Another User or Group



ⓘ NOTE: The SLA will trigger right away after the ticket enters the lane where it was configured.

RELATED ARTICLE(S):
Notification Management

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