Configure SLA Metrics/Event Behaviour (Performset)

Once all events have been identified and modelled it will be possible to configure certain behaviour and rules for each event (see Refine the Behaviour of Events...).

For example:

  • For some events it might be a requirement to pause the timer when the ticket is placed in Pending whilst waiting for more information from the customer, or while the ticket is On-hold waiting for another department or third party. This will prevent the SLA for these events from violating while control resides outside of the Custom Support team.

It is also possible to determine the recipient of notifications when an SLA is breached or a warning of impending violation, as well as the content of the message body when these email notifications are issued.

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