Upgrading from SLA4 to Performset

Summary of Performset Features and Benefits

The latest release of the CloudSET SLA Management offering (Performset) leverages the Zendesk Incremental Exports API to identify and respond to ticket changes.

This significantly reduces the need for the use Zendesk triggers that push updates and ticket fields to hold SLA system data.

These changes also bring improvements to the performance and stability of CloudSET SLA services, significantly reducing the number of ticket updates and entries in the ticket event log.

Performset provides a new Zendesk App with its own configurator, offering the ability to measure unlimited types of SLA events.

These events can be configured to start, stop, pause and restart, using an extended condition set over and above that available when using triggers for this purpose in the SLA4 setup.

Moving from SLA4 to Performset

In order to take advantage of the new Performset features, it will be necessary to convert all existing SLA4 configurations and all SLA4 specific triggers into equivalent Performset configurations.

Once the Performset setup is in place and fully tested, all existing open tickets currently running under control of SLA4, must be converted to run under the control of Performset services.

Overview of the SLA4 to Performset Migration Procedure

The migration of your SLA4 setup and services over to Performset will be managed by a qualified CloudSET SLA Implementation Consultant.

Most of the work will be carried out in the background with little if any noticeable impact on the SLA4 setup or any changes to existing behaviour in your current Zendesk setup, as overviewed in the following video:

The following is a detailed summary of the schedule of tasks involved during the procedure to convert your SLA4 setup to and Performset equivalent and then migrate all open tickets from SLA4 to Performset processing:

Install and Register the new Performset App and Services

Your CloudSET Implementation Consultant will install the new Performset App in your Zendesk and make all the necessary arrangements to enable the use of Performset services.

Once the App is installed all existing SLA4 configurations will be copied to the equivalent in the Performset configurator.

At this stage the Performset App will be configured in 'Testing' mode, so none of your tickets will be processed by Performset services and SLA4 processing will continue unaffected.

Identify all SLA4 Triggers

A number of routines have been developed to support the migration procedure, the first of which will analyse your existing Triggers and identify those that are specifically in place as part of your SLA4 setup.

These Triggers will then be categorised as follows:

  1. Triggers that control the starting and stopping of event timers
  2. Triggers that have been generated by the SLA4 configurator
  3. Triggers that have been manually created or updated as part of the SLA4 setup
  4. Triggers that perform SLA4 processing, but are also required for Performset

Convert SLA4 Start/Stop Triggers

A routine will then be be executed to convert the triggers identified in 1. above into the equivalent Performset configuration settings, necessary to start and stop the associated SLA event timers using the Performset services.

Your Implementation Consultant will review the generated configurations and make any necessary adjustments.

Guard SLA4 Start/Stop Triggers

The SLA4 triggers identified in 1. above will then be updated to ensure they will only run if a ticket is place under SLA4 processing.

This will allow testing of the Performset setup in parallel with SLA4 processing of your live tickets.

Identify All SLA4 Ticket Fields

The Ticket Fields in your Zendesk will be analysed by a routine to identify those that are used specifically as part of your SLA4 setup.

The Ticket Fields will be categorised as follows:

  1. Ticket Fields used to hold CloudSET SLA system data
  2. Ticket Fields used to hold SLA reporting data (these will continue to be maintained by the Performset service)
  3. Ticket Fields used in SLA assignment rules, exception rules or stop/start conditions (these will be left in place for use by the Performset setup)

Test and Evaluate Performset Setup

Your CloudSET SLA Implementation Consultant will then run a number of test tickets to ensure the Performset setup is behaving as expected.

You will then be offered the opportunity to perform your own evaluation and testing of tickets using the new Performset setup.

Switch over to Performset Processing

Once the Performset setup has been confirmed as working, your CloudSET Implementation Consultant will 'Go Live' with Performset processing.

An adjustment will be made to the trigger named "SLA3 Go Live" to prevent SLA4 being applied to new tickets.

At this point all new tickets will have Performset processing applied, but existing tickets will continue under the control of SLA4.

Tickets under Performset processing will display the Performset Assistant in the Ticket Form and will be included in the Performset Dashboard.

Tickets under SLA4 processing will display the SLA4 Assistant in the Ticket Form and will be included in the SLA4 Dashboard.

Migrate Existing SLA4 Tickets

Your CloudSET SLA Consultant will then arrange for a bulk reassessment of all existing tickets, to convert them from SLA4 to Performset processing.

Deactivate SLA4 Triggers and Ticket Fields

Once all tickets have been migrated from SLA4 to Performset, all triggers and ticket fields previously identified in the following categories will be deactivated, since they are no longer required:

  1. Triggers that control the starting and stopping of event timers
  2. Triggers that have been generated by the SLA4 configurator
  3. Triggers that have been manually created or updated as part of the SLA4 setup
  4. Ticket Fields used to hold CloudSET SLA system data

Triggers in the following category will be adjusted to remove any SLA4 specific processing:

  1. Triggers that perform SLA4 processing, but are also required for Performset

Introduce Follow-up Trigger

A new trigger will be introduced to strip off all inherited SLA4 system data Ticket Field values from follow-up tickets created from previously closed tickets processed by SLA4 services.

Remove SLA Ticket Fields from Ticket Forms

Any remaining SLA Ticket Fields will be removed from ticket forms since they are no longer required in the forms and will no longer be hidden once the SLA4 App is disabled.

Disable the SLA4 App

Finally the SLA4 App can be disabled, since it is no longer used.

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