Refreshing Information in the SLA-M Dashboard
As SLA event timers are calculated and started for a ticket, the pass criteria for an event is met or a timer finishes causes an SLA violation information is sent to the SLA-M Dashboard database.
Other non SLA events are also notified to the SLA-M Dashboard such as changes to ticket fields used as dashboard filters and/or ticket properties displayed in the dashboard.
It can take between 10 and 20 seconds for an event to be identified and processed by the SLA service before reaching the SLA-M Dashboard.
To avoid unnecessary network traffic by constantly polling for updates the SLA-M Dashboard must be refreshed to take account of the latest information and status concerning tickets and SLA events.
As described below the SLA-M Dashboard will be refreshed automatically or the option is available to manually invoke a refresh.
Whilst a Zendesk user is focused on the SLA-M Dashboard a countdown timer (1) runs to ensure the information is refreshed automatically once every 60 seconds.
If the user navigates away form the dashboard the counter will stop and no attempt is made to refresh in the background in order to avoid unnecessary service calls and network traffic.
However, if the user returns to the SLA-M Dashboard after a period of more than 2 minutes the information will refresh automatically when refocusing on the SLA-M Dashboard page.
Manually reloading or refreshing the web browser page will cause the SLA-M Dashboard to be refreshed, but a further option exists to manually refresh the dashboard without the need to reload the Zendesk browser page (see below).
If there is a need or desire to refresh the SLA-M Dashboard before automated refresh occurs it is possible to invoke a refresh manually (1).
This will repopulate the dashboards with the latest information and status of tickets and SLA events held in the SLA-M Dashboard database.
*Note: Please be aware that it can take between 10 and 20 seconds for an event to be identified and processed by the SLA service before reaching the SLA-M Dashboard.