SLA do not work when ticket is created via email

Answered

11 Comments

  • Ofer Rozen

    Hi Jacob, 

    I created per your recommendation ( see screenshot) and the tests were successful. 

    Thank you for your help.

    1
  • Jacob J Christensen
    Community Moderator

    Hi Ofer,
    There is a lot of flexibility available in regard to SLA's.
    In your case I would recommend having a trigger set a default priority at ticket creation.

    For example:
    Conditions (all)
    Ticket is created
    Priority is -

    Action:
    Priority is normal.

    You could add a channel condition as well if you only want this to apply for the email channel, but I would recommend it as is.

    I hope this helps.

    0
  • Jacob J Christensen
    Community Moderator

    ☝️ with this, SLA's should kick in from ticket creation.

    0
  • Ofer Rozen

    Thanks Jacob.

    So the trigger is:

    Condition: Ticker is created

    Action: Priority is normal

    This means that a ticket will always be created with Priority normal, and so the normal SLA counter will apply.

    But what if the issue for which the ticket has been created is of higher (or lower) severity?

    0
  • Jacob J Christensen
    Community Moderator

    With these two conditions

    • Ticket is created
    • Priority is -

    Any tickets that already have a priority set will not be changed. You could also start with something other than "Normal", of course, agents can always change the priority if they have more information.

    0
  • Ofer Rozen

    Hi Jacob, 

    I'm not sure I understand the comment "Any tickets that already have a priority set" will not be changed. I did a test and a ticket that opened with normal priority using the trigger I was able to change its priority to high.

    Can you clarify what you meant?

     

    0
  • Lester Gaddy

    I'm creating a First Reply Time SLA and it appears to be firing on applicable tickets in the view, but I set the time to be 10mins, and it is showing on the view as 2 days from now. I'm new to here, can anybody give me some insight as to what's going wrong?? Thanks!

    0
  • Jacob J Christensen
    Community Moderator

    Hi Lester Gaddy

    I suspect that what you're seeing is that you have defined your target in business hours, but the Next breach value is always displayed (as I recall) in calendar hours. 

    This article explains this better than I do here. Does that sound like what you're experiencing?

    0
  • Haaji SB

    Hi @jacob I'm not sure I understand the comment "Any tickets that already have a priority set" will not be changed. I did a test and a ticket that opened with normal priority using the trigger I was able to change its priority to high.

    0
  • Jacob J Christensen
    Community Moderator

    Hi Haaji SB

    That comment was explaining how this trigger works (at ticket creation):

    You can use the same condition (Priority is -) to have the trigger skip any tickets that already have a priority set. I hope that helps.

    0
  • Jacob J Christensen
    Community Moderator

    Hi Ofer,

    The trigger conditions (see below) will fire the action for all new tickets unless there already is a priority set.

    -1

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