SLA's are being set to tickets that were assigned to an agent that is OOO (Out of Office). I want to stop it from applying.
To stop SLAs from applying to reopened tickets assigned to OOO agents, use a tag and trigger workflow. Add an exception to your SLA policy so it doesn’t fire when a specific tag is present and create a trigger that applies that tag to a reopened ticket that belongs to an ooo agent.
To add a tag in your SLA policy
The workflow requires a tag and a trigger to work. In the example workflow below, I added "Agent_OOO" on my SLA to exempt tickets with tags from having SLA.
- Click the Admin icon () in the sidebar, then select Business Rules > Service Level Agreements.
- Select the SLA policy you want to edit.
- Under Meet ALL of the following conditions add Tags > Contains none of the following > (insert_your_tag).
- Click Save.
To create a trigger to add the tags to your tickets
Then, create a trigger to apply tags to the ticket that were reopened coming from your OOO agents. This is a manual process where triggers need to be updated with the name of the agent who is on OOO. Additionally, remove the tag in case you need to get the SLA running for the ticket again once the agent comes back. This process is also manual.
- Click the Admin icon () in the sidebar, then select Business Rules > Triggers.
- Click Add Trigger.
- Use the following conditions for your trigger:
- Ticket > Is > Updated
- Status > Changed to > Open
- Assignee > Is > (Name of OOO agent)
- Under Actions, use the action Add Tag and enter your tag.
- Click create.
For more information, see Defining and using SLA policies (Professional and Enterprise) and Triggers resources.