要将服务级别协议 (SLA) 应用于工单，您必须先设置工单上的优先级字段。请按照以下流程使用触发器自动执行该操作。
此工作流程包括以下步骤：
第 1 步：创建触发器以为 SLA 的所有工单设置优先级
触发器可查找关键字来设置工单优先级和 SLA。在下例中，触发器将所有工单设置为相同优先级。
创建为所有工单设置优先级的触发器
- 创建触发器
- 在满足所有以下条件下添加以下条件
- 对象 > 工单 > 工单 | 是 | 已创建
- 对象 > 工单 > 优先级 | 是 | -
- 在操作下添加以下操作
-
对象 > 工单 > 优先级 | 正常
-
对象 > 工单 > 优先级 | 正常
- 选择创建触发器
第 2 步：修改此触发器以根据关键字设置优先级
您可以使用任何工单属性（例如自定义字段）来设置工单优先级。本例中，我们将演示如何使用关键字作为触发器条件。触发器将根据在工单中找到的关键字设置优先级。
创建触发器以为所有带标签的工单设置优先级
- 创建触发器
- 在满足所有以下条件下添加以下条件
- 对象 > 工单 > 工单 | 是 | 已创建
-
对象 > 工单 > 评论文本 > 至少包含以下字词中的一个 |
sales
- 在操作下添加以下操作
-
对象 > 工单 > 优先级 | 正常
-
对象 > 工单 > 优先级 | 正常
- 选择创建触发器
第 3 步：验证是否已正确设置触发器
查看工单活动日志以验证触发器是否正确运行。工单活动日志包括应用于工单的所有触发器，并反映工单优先级的更改。有关如何查看工单活动日志的说明，请参阅文章：查看所有活动日志以了解工单更新。
有关工单优先级字段的其他问题，请参阅以下文章：
3 条评论
Beth
Hi! Is there a way to trigger the SLA only when a ticket is assigned to an agent? Currently, the SLA starts as soon as the ticket is created based on the ticket priority, but for better efficiency and time management (for us), I’d like to know if it can be triggered only when an assignee is added.
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Austin Killey
Really great question 1263799359889. Is there anything in particular about the Round Robin app or Play/Guided Mode for our ticket views that hasn't been working out as you expected?
Beyond those 2 methods, our next option could be to use either an Assignee or Group action in a trigger that's added to the very bottom of your trigger firing order, which would help assign any received tickets if they haven't already been assigned to an Assignee or Group by other triggers.
In that setup, you'd be able to assign a ticket to a group as a whole (where agents in that group could assign themselves individually to tickets) or you could choose a specific agent, where things might get a bit hairy once that particular agent starts getting more tickets assigned to them than other agents.
Beyond trigger usage though, we could also look at another 3rd-party app like Playlist Ticket Assignment, which also happens to have its own round-robin routing, along with a few other bells and whistles. Looks promising!
0
Shweta Gupta
Hi Tiann,
This is helpful.
I have a follow-up question - Based on the above, how can I keep on assigning tickets to agents (round robin or any fashion). I tried the Round Robin app on marketplace and Play Mode on Zendesk and they are not really helpful and my usecase is not solved with them.
Thanks.
Regards,
Shweta
0
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