SLA - Revision history

Dina at 13:41, 8 July 2020

2020-07-08T13:41:21Z

← Older revision		Revision as of 13:41, 8 July 2020
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	=Overview=		=Overview=
	The SLA feature (phase I)* in ~~CommitCRM~~ helps you provide services to your customers within the time frame agreed with them. It provides an easy way to define the time-to-deliver of your Service-Level Agreements (SLA) with the customer and apply them to Tickets Due Date automatically.		The SLA feature (phase I)* in RangerMSP helps you provide services to your customers within the time frame agreed with them. It provides an easy way to define the time-to-deliver of your Service-Level Agreements (SLA) with the customer and apply them to Tickets Due Date automatically.
	<br><br>		<br><br>
	'''SLA Features (phase I)*:'''		'''SLA Features (phase I)*:'''
	* Define rules for automatic calculation of the maximum delivery time agreed with the customer to handle and resolve different problems.		* Define rules for automatic calculation of the maximum delivery time agreed with the customer to handle and resolve different problems.
	* Once an SLA is assigned to a Ticket, the system automatically manages the Ticket’s Due Date based on the Ticket’s properties and the rules configured for the SLA in ~~CommitCRM~~.		* Once an SLA is assigned to a Ticket, the system automatically manages the Ticket’s Due Date based on the Ticket’s properties and the rules configured for the SLA in RangerMSP.
	* SLA Due Date calculation automatically takes into account the business actual working hours, as defined in the new customizable [[SLA#Working_Hours_Schedule\|Working Hours Schedule]] feature.		* SLA Due Date calculation automatically takes into account the business actual working hours, as defined in the new customizable [[SLA#Working_Hours_Schedule\|Working Hours Schedule]] feature.
	* A default SLA can be set to Accounts or Contracts, thus automatically applied to Tickets created under the Account or Contract.		* A default SLA can be set to Accounts or Contracts, thus automatically applied to Tickets created under the Account or Contract.


	'''(*) Phase I''': The SLA feature introduced in ~~CommitCRM~~ 6.0 is the first phase of the SLA implementation in ~~CommitCRM~~. The current implementation includes automatic Due Date management. Due Date is managed according to the time frame agreed with the customer, as defined in the SLA rules, taking into consideration the business working hours. We have already received many suggestions and ideas of what should be included in the next phase. It turns out that different people see SLA as a different thing. If you have any thoughts or ideas you want to share with us please drop us an email.		'''(*) Phase I''': The SLA feature introduced in RangerMSP 6.0 is the first phase of the SLA implementation in RangerMSP. The current implementation includes automatic Due Date management. Due Date is managed according to the time frame agreed with the customer, as defined in the SLA rules, taking into consideration the business working hours. We have already received many suggestions and ideas of what should be included in the next phase. It turns out that different people see SLA as a different thing. If you have any thoughts or ideas you want to share with us please drop us an email.
	<br><br>		<br><br>

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	* Tickets created via the the client application.		* Tickets created via the the client application.
	* Tickets created via the Web Interface by customers or by employees.		* Tickets created via the Web Interface by customers or by employees.
	* Tickets created via third-party applications via the ~~CommitCRM~~ API.		* Tickets created via third-party applications via the RangerMSP API.


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	Note that the SLA can be removed from the Ticket at all times, thus leaving the Due Date management to the user.		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:		The following diagram shows how RangerMSP assigns the SLA to a Ticket:
	[[File:Sla_assign_to_ticket.PNG]]		[[File:Sla_assign_to_ticket.PNG]]

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	# New Ticket is created via the client application or Web Interface.		# New Ticket is created via the client application or Web Interface.
	# Existing Ticket is saved via the client application or Web Interface.		# Existing Ticket is saved via the client application or Web Interface.
	# Ticket is being created or saved by third-party applications via the ~~CommitCRM~~ API.		# Ticket is being created or saved by third-party applications via the RangerMSP 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.).		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.).
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	''Notes:''		''Notes:''
	# If no time frame is defined for a specific combination of Priority and Field value, Due Date is not set to Tickets with these values. If you want to enter a Due Date for this Ticket, you should remove the SLA first from the SLA field in the Ticket, and then enter the Due Date.		# If no time frame is defined for a specific combination of Priority and Field value, Due Date is not set to Tickets with these values. If you want to enter a Due Date for this Ticket, you should remove the SLA first from the SLA field in the Ticket, and then enter the Due Date.
	# The Due date for all new tickets will be calculated at the time of saving the Ticket. Note that the Due date is recalculated whenever the Ticket is updated (including via third-party applications via the ~~CommitCRM~~ API), to reflect the correct Due Date according to the recent Ticket data and SLA Settings.		# The Due date for all new tickets will be calculated at the time of saving the Ticket. Note that the Due date is recalculated whenever the Ticket is updated (including via third-party applications via the RangerMSP API), to reflect the correct Due Date according to the recent Ticket data and SLA Settings.

	<br>		<br>
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	=SLA Types=		=SLA Types=
	~~CommitCRM~~ provides four SLA types to choose from.		RangerMSP provides four SLA types to choose from.

	SLA Types include:		SLA Types include:
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	By default when updating a SLA, Working Hours Schedule or a Ticket, the due date is recalculated always. Only in rare cases Tickets may not be up-to-date with the correct Due Date, for example, if the Ticket is currently being updated by another user and the update is then canceled.		By default when updating a SLA, Working Hours Schedule or a Ticket, the due date is recalculated always. Only in rare cases Tickets may not be up-to-date with the correct Due Date, for example, if the Ticket is currently being updated by another user and the update is then canceled.

	The batch Re-Apply SLAs option should only by used by system administrators,and only when instructed by the ~~CommitCRM~~ support team.		The batch Re-Apply SLAs option should only by used by system administrators,and only when instructed by the RangerMSP support team.


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	<br>		<br>

	The Privileges window lists a separate line for SLA. Like all privileges in the ~~CommitCRM~~ system ([[Employees#Employee_Privileges_Group\|click here for general information on using privileges in ~~CommitCRM~~]]), the system administrator can assign the user privileges to View, Edit, or Delete. Below is an explanation of what these privileges mean in reference to SLA privilege:		The Privileges window lists a separate line for SLA. Like all privileges in the RangerMSP system ([[Employees#Employee_Privileges_Group\|click here for general information on using privileges in RangerMSP]]), the system administrator can assign the user privileges to View, Edit, or Delete. Below is an explanation of what these privileges mean in reference to SLA privilege:
	* '''View''': The user can view SLA but not update them..		* '''View''': The user can view SLA but not update them..
	* '''Edit''': The user can create or update SLAs.		* '''Edit''': The user can create or update SLAs.

Dina at 11:04, 19 June 2020

2020-06-19T11:04:49Z

← Older revision		Revision as of 11:04, 19 June 2020
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	*[[Billing]]		*[[Billing]]
	*[[Contracts]]		*[[Contracts]]
	*[[Videos]]

	[[Category:User Manuals]]		[[Category:User Manuals]]
	[[Category:Billing]]		[[Category:Billing]]
	[[Category:Work Flows]]		[[Category:Work Flows]]

Sheli: /* Define Working Hours Schedule */

2012-08-13T15:05:20Z

Define Working Hours Schedule

← Older revision		Revision as of 15:05, 13 August 2012
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	<br>		<br>

			===Export/Import Exceptions===
			It is possible to export and import the working Hours Schedule Exceptions list to Text file.

			The import/export format is as follows:
			"date","type","from time1","to time1","from time2","to time2","name"

			Where:<br>
			Date format: YYYYMMDD
			Time format: HH:MM (24Hours)
			Type: N = Non Working Day, C = Customer Working hours.

			Examlpe:<br>
			"20111122","C","08:00","10:00","13:00","14:00","working day"
			"20120312","N","00:00","00:00","00:00","00:00","non working day"

			'''To Export exceptions:'''<br>
			# Open the Exceptions & Holidays tab.
			# Right-click the list and from the popup menu select ''Export''.
			# Enter the output file name and click Save.

			'''To Import exceptions:'''<br>
			# Open the Exceptions & Holidays tab.
			# Right-click the list and from the popup menu select ''Import''.
			# Select the input file and click Open.

	==Update Working Hours Schedule==		==Update Working Hours Schedule==

Sheli: /* Default SLA for Automated Tickets */

2012-08-02T14:47:32Z

Default SLA for Automated Tickets

← Older revision		Revision as of 14:47, 2 August 2012
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	==Default SLA for Automated Tickets==		==Default SLA for Automated Tickets==
	Tickets that are created automatically by the system (e.g. by the [[Email Connector]]), can be automatically assigned to an SLA by defining a default SLA for the Account or for the default Contract of this Account (see [[Contracts#How_does_the_system_select_a_Default_Contract.3F\|How does the system select a Default Contract]].		Tickets that are created automatically by the system (e.g. by the [[Email Connector]]), can be automatically assigned to an SLA by defining a default SLA for the Account or for the default Contract of this Account (see [[Contracts#How_does_the_system_select_a_Default_Contract.3F\|How does the system select a Default Contract?]]).

	If a default SLA is defined (see [[SLA#Default SLA for Accounts and Contracts\|Default SLA for Accounts and Contracts]]), the ticket created by Email Connector will be automatically assigned to it.		If a default SLA is defined (see [[SLA#Default SLA for Accounts and Contracts\|Default SLA for Accounts and Contracts]]), the ticket created by Email Connector will be automatically assigned to it.

Sheli: /* Default SLA for Automated Tickets */

2012-08-02T14:47:07Z

Default SLA for Automated Tickets

← Older revision		Revision as of 14:47, 2 August 2012
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	==Default SLA for Automated Tickets==		==Default SLA for Automated Tickets==
	Tickets that are created automatically by the system (e.g. by the [[Email Connector]]), can be automatically assigned to an SLA by defining a default SLA for the Account or for the default Contract of this Account (see [[Contracts#How_does_the_system_select_a_Default_Contract.3F]].		Tickets that are created automatically by the system (e.g. by the [[Email Connector]]), can be automatically assigned to an SLA by defining a default SLA for the Account or for the default Contract of this Account (see [[Contracts#How_does_the_system_select_a_Default_Contract.3F\|How does the system select a Default Contract]].

	If a default SLA is defined (see [[SLA#Default SLA for Accounts and Contracts\|Default SLA for Accounts and Contracts]]), the ticket created by Email Connector will be automatically assigned to it.		If a default SLA is defined (see [[SLA#Default SLA for Accounts and Contracts\|Default SLA for Accounts and Contracts]]), the ticket created by Email Connector will be automatically assigned to it.

Sheli: /* Default SLA for Automated Tickets */

2012-08-02T14:01:12Z

Default SLA for Automated Tickets

← Older revision		Revision as of 14:01, 2 August 2012
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	==Default SLA for Automated Tickets==		==Default SLA for Automated Tickets==
	Tickets that are created automatically by the system (e.g. by the [[Email Connector]]), can be automatically assigned to an SLA by defining a default SLA for the Account.		Tickets that are created automatically by the system (e.g. by the [[Email Connector]]), can be automatically assigned to an SLA by defining a default SLA for the Account or for the default Contract of this Account (see [[Contracts#How_does_the_system_select_a_Default_Contract.3F]].

	If a default SLA is defined ~~for the Account~~ (see [[SLA#Default SLA for Accounts and Contracts\|Default SLA for Accounts and Contracts]]), the ticket created by Email Connector will be automatically assigned to it.		If a default SLA is defined (see [[SLA#Default SLA for Accounts and Contracts\|Default SLA for Accounts and Contracts]]), the ticket created by Email Connector will be automatically assigned to it.

	=Re-Apply SLAs=		=Re-Apply SLAs=

Sheli: /* Default SLA for Automated Tickets */

2012-08-02T13:41:23Z

Default SLA for Automated Tickets

← Older revision		Revision as of 13:41, 2 August 2012
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	==Default SLA for Automated Tickets==		==Default SLA for Automated Tickets==
	Tickets that are created automatically by the system (e.g. by the Email Connector), can be automatically assigned to an SLA by defining a default SLA for the Account.		Tickets that are created automatically by the system (e.g. by the [[Email Connector]]), can be automatically assigned to an SLA by defining a default SLA for the Account.

	If a default SLA is defined for the Account (see [[SLA#Default SLA for Accounts and Contracts\|Default SLA for Accounts and Contracts]]), the ticket created by Email Connector will be automatically assigned to it.		If a default SLA is defined for the Account (see [[SLA#Default SLA for Accounts and Contracts\|Default SLA for Accounts and Contracts]]), the ticket created by Email Connector will be automatically assigned to it.

Sheli: /* Default SLA for Accounts and Contracts */

2012-08-02T13:40:55Z

Default SLA for Accounts and Contracts

← Older revision		Revision as of 13:40, 2 August 2012
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	New Accounts that will be created from this point will have the SLA assigned by default.		New Accounts that will be created from this point will have the SLA assigned by default.
	<br>		<br>

			==Default SLA for Automated Tickets==
			Tickets that are created automatically by the system (e.g. by the Email Connector), can be automatically assigned to an SLA by defining a default SLA for the Account.

			If a default SLA is defined for the Account (see [[SLA#Default SLA for Accounts and Contracts\|Default SLA for Accounts and Contracts]]), the ticket created by Email Connector will be automatically assigned to it.

	=Re-Apply SLAs=		=Re-Apply SLAs=

Sheli: /* Update Working Hours Schedule */

2012-07-27T19:03:59Z

Update Working Hours Schedule

← Older revision		Revision as of 19:03, 27 July 2012
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	<br><br>		<br><br>
	'''Important''': Updating Working Hours Schedule (e.g. adding exceptions, changing the standard hours, etc.), may affect Tickets that are linked to SLAs that rely on Working Hours Schedule for their calculations. Therefore, when changing the Working Hours Schedule, all Open Tickets assigned to the relevant SLAs will be recalculated and their Due Date is modified – if needed. You may see a quick progress bar showing you the Tickets update in progress. Once completed, all Tickets Due Dates will be up-to-date.		'''Important''': Updating Working Hours Schedule (e.g. adding exceptions, changing the standard hours, etc.), may affect Tickets that are linked to SLAs that rely on Working Hours Schedule for their calculations. Therefore, when changing the Working Hours Schedule, all Open Tickets assigned to the relevant SLAs will be recalculated and their Due Date is modified – if needed. You may see a quick progress bar showing you the Tickets update in progress. Once completed, all Tickets Due Dates will be up-to-date.

			=See Also=
			*[[Billing]]
			*[[Contracts]]
			*[[Videos]]

			[[Category:User Manuals]]
			[[Category:Billing]]
			[[Category:Work Flows]]

Sheli at 19:02, 27 July 2012

2012-07-27T19:02:03Z

← Older revision		Revision as of 19:02, 27 July 2012
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			{{Usermanualbilling}}

	__TOC__		__TOC__