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Name: Name of the SLA rule.
Description: This is the objective or purpose of the new SLA rule. It is for informative purposes.
Next, you must should add the condition or conditions associated with the rule.
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Conditions represent a set of circumstances or states that must be |
present in a specific ticket for it to be subjected to evaluation by the SLA Rules module. This evaluation will determine whether the ticket meets the established metrics for measuring performance or not. |
The conditions of the SLA rules are related to fields stored in Sagicc that may , which can come from modules such as TicketsCase, CustomersCustomer, TasksManagement, SurveysSurvey, Interactions, among others. If you add conditions in the ALL segment, all the conditions in this segment must be met, and if you add conditions in the ANY segment, at least one condition in this segment must be met.
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