This tab allows you to give your SLA a name, or to modify the name of an existing SLA. Click OK or Apply after entering the new agreement name.

Routing rules allow you to have specific service records automatically assigned to administrators or admin groups without having to even look at them. This is useful in cases where you know in advance who will work on a specific service record.

Routing can be based on:

Company: This is the company the request user of the service record belongs to.

User group: This is the user group the request user of the service record belongs to.

Category: This is the category of the service record.

You can route to administrators and/or administrator groups.

Note: Under Service Desk --> Service Desk Settings --> General Settings, there is an option to Reroute Service Records, based on routing rules, when the details of the request change. If this option is checked, then any time either the category or request user of a service record changes, routing rules will be applied again.

To create a new routing rule:

1. Select whether the rule will be enabled or not using the checkbox. If a rule is disabled, it will have no effect.
2. Select the trigger for the rule (refer to list above for your choices).
3. Select the desired administrator and/or administrator group.
4. Click Add at the end of the row.

To modify a rule:

1. Click the modify icon . The line you are modifying will become active allowing you to make changes, and the icons will change to Save and Cancel.

2. Make any necessary changes. To save the changes, press Save. To discard changes without saving, press Cancel.

To delete a rule, click the delete icon . Please note that there is no delete confirmation, so make sure you are sure you are certain you are deleting the correct line.

The priorities tab allows you to specify certain conditions under which a service record will receive a priority other than the helpdesk default priority. You may create a priority rule based upon:

      (See screenshot for corresponding numbers)

      1  Asset group (e.g. servers): Asset groups can be configured under Asset Management.

      2  Individual asset (e.g. your mail server)

      3  Company: Company is determined by request user

      4  Department (e.g. Finance): You can modify your list of departments from Customize --> Customized Lists

      5  Individual user (e.g. your CEO)

You can also use the Priority Matrix to specify priority. For more information about using the Priority Matrix, please go here. Please note that entries in the Priority Matrix will only appear while editing an SLA if they are attached to the selected SLA; entries attached to all SLAs do not appear.

To create a new priority rule:

1. Select whether the rule will be enabled or not using the checkbox. If a rule is disabled, it will have no effect.
2. Select the trigger for the rule (refer to list above for your choices).
• To select an individual user, click on the ellipses icon under the user field.
• This will open the select user screen, allowing you to choose a user.
3. Select the desired priority. See customized lists for setting up your priorities. See below for an explanation of priority = urgency and similar options.
4. Click Add at the end of the row.

To modify a rule:

1. Click the modify icon . The line you are modifying will become active allowing you to make changes, and the icons will change to Save and Cancel.
2. Make any necessary changes. To save the changes, press Save. To discard changes without saving, press Cancel.

To delete a rule, click the delete icon . Please note that there is no delete confirmation, so make sure you are sure you are certain you are deleting the correct line.

Priority = Urgency, etc.

When setting up priority rules, you have the option to choose Priority = Urgency, Priority = Urgency + 1, Priority = Urgency -1, etc. As you remember, urgency is chosen by the end user, so selecting one of these options means that the priority will also be determined by the end user. Keep in mind that Priority = Urgency + 1 will result in a priority which is lower than urgency, and Priority = Urgency -1 will result in a priority which is higher than urgency. Refer to the charts below for a visual representation of your options.

These options will behave in the same manner if you add or remove entries to your priority and urgency lists.

Due date rules will automatically assign due dates to your service records. Any service record that matches all of the requirements in one of your due date rules will automatically receive the due date you specify here.

Please note that the calculation of due dates is based on the operating times of the specific agreement (see operating times below). If, for example, a ticket is submitted with a due period of 6 hours, but there are only 3 hours of operating time left in the day, then the due date will be 3 hours after the start of the next operating day.

To create a new due date rule:

1. Select whether the rule will be enabled or not using the checkbox. If a rule is disabled, it will have no effect.
2. Select the trigger for the rule. You can use any combination of category, urgency, priority, and company.
3. Enter a due period in hours.
4. Click Add at the end of the row.

To modify a rule:

1. Click the modify icon . The line you are modifying will become active allowing you to make changes, and the icons will change to Save and Cancel.
2. Make any necessary changes. To save the changes, press Save. To discard changes without saving, press Cancel.

To delete a rule, click the delete icon . Please note that there is no delete confirmation, so make sure you are sure you are certain you are deleting the correct line.

For a full description of escalation rules, please go here.

The SLA operating time configuration specifies the operating days and hours of the help desk for your SLA. Holidays can be specifically excluded. Due dates, escalation rules, and timers will use these definitions.

Modifying an operating time configuration

1. Choose the days and hours that your helpdesk operates for the currently selected company or SLA.
• You are allowed one break in the middle of the day, as denoted by the times before and after the comma.
• For ease of configuration, you can copy your operating times for Monday to all the other days of the week using the Set All button.
• If your helpdesk is closed on any days of the week, you can uncheck the box next to that day so that timers won't run.
2. The exclude dates list allows you to input any dates where you do not work your normal operating hours (such as a holiday). Press Add after inputting a date.
3. Make sure to hit Save after you are done to save your changes.