Versioning your SLA policies Follow

On April 22 we announced our brand new take on SLAs and gave you a few ideas on how to use the feature. The new SLAs feature lets admins define specific SLA policies using a wide variety of conditions—anything from ticket fields and tags to custom user or organization fields. While this is certainly needed by most support organizations, those who have contractual obligations also need to be able to version their policies.

Let’s say you have a current contractual agreement with your customer XYZ Corp. Under the existing agreement, you must reply to all urgent tickets within 30 minutes, high priority tickets within 45 minutes, normal priority tickets in 60 minutes, and low priority tickets in 2 hours. However, you’ve recently renegotiated the contract with XYZ Corp, and with this new contract comes much steeper reply times. Let’s imagine that the new contract is effective on May 1 of 2015, and you will only be measured against these new SLAs for tickets created on or after May 1.

To satisfy this need, we’ve added a brand new condition into SLA policies. The new condition is the “Created” condition, and allows you to define a policy based on the creation date of any ticket.

You can choose to add a single “After or on” condition or use both an “After or on” and a “Before” condition to achieve a range of dates during which a policy should be active.

To create a new version of an existing policy

  1. Click Add policy
  2. Name your policy in such a way that you’ll be able to differentiate it from the original policy. Take advantage of the description field to help clarify as well.
  3. Add the main conditions - these should be identical to the original policy
  4. Add a condition on “Created” and set it to “After or on” the first date of the new contract
  5. Click Save
  6. Find your existing policy and click on it to expand the capsule
  7. Add a condition on “Created” and set it to “Before” the first date of the new contract
  8. Click Save
  9. Using the grabber icon on the left-hand-side, drag the new policy to just above the older policy

Once you’ve completed these steps, your policies will effectively be versioned. Going forward, tickets created before a certain date (and matching your other conditions) will have the older policy applied, and tickets created after that certain date (and matching your other conditions) will have the newer policy applied.

Note: Steps 6-8 are optional, but I do recommend making this change to your existing policy for the sake of completeness. It will reduce confusion about the policies, especially when it comes to the order of policies. If you choose to skip steps 6-8, make sure the newer policy is above the old one, as order will matter.

To learn more about SLAs, see Defining and using SLA policies .

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Comments

  • 2

    What happens if you delete an old policy (that maybe hasn't been used for a long time)? 

    Specifically, how would that affect reporting in Insights? I'd imagine no one wouldn't want to lose old reported SLA data!

  • 0

    Is there an answer to Joel's question?

  • 1

    If you have old tickets, they will still be associated with the original SLA policy. If the policy is deleted, GoodData will still hold the deleted policy against the ticket along with its metrics.

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