This chapter explains how to use the CloudSET SLA Management Configuration tool to reconfigure and refine your existing SLA Management solution.
*Note: The earlier sections of this manual explain why and when the CloudSET SLA Management Configuration tool should be used to setup and configure your SLA Management solution (see Initial Design, Setup and Configuration (SLA4)).
Once your SLA Management solution has been installed and deployed as part of your Zendesk account it is possible to reconfigure the setup to change the way events are monitored and measured.
This might involve the introduction of new Policies and Regions, or there might be a need to change the existing SLA specifications or business operating hours used by one or more SLA Plans or Regions.
This is achieved through the use of the CloudSET SLA Management Configuration tool to capture and maintain your SLA specifications.
Invoke the CloudSET SLA Management Configuration Tool
The CloudSET SLA Management Configuration tool can be invoked by selecting the sidebar icon form within the Zendesk browser interface (1) and then opening the Configure tab (2).
Save Updates and Regenerate your SLA Management Solution
Once all configuration updates are complete, the changes should be saved (3) to regenerate all components of your SLA Management solution, both within your Zendesk account and the SLA Management database server.