Trouble Shooting
Reporting in Insights
- Introduction to SLA Management Facts, Attributes and Metrics
- Facts and Attributes
- Metrics
- Introduction to Dashboards and Reports
- SLA Performance in Current Period
- SLA Performance in Previous Period
Introduction and Overview
Initial Design, Setup and Configuration (SLA4)
- Overview of the Initial Setup Procedure (SLA4)
- Deploy the CloudSET SLA Management App (SLA4)
- Choose a Subscription Package (SLA4)
- Model the SLA Process (SLA4)
- Define the Scope of the SLA Measurements
- Configure SLA Metrics/Event Behaviour (SLA4)
Updating & Maintaining your SLA Management Solution (SLA4)
- CloudSET SLA Management Configuration (SLA4)
- Administration - (Administration Tab - SLA4)
- Adjusting the Scope of your SLA Setup
- Refining the SLA Model - (Model Tab) (SLA4)
- Refine the Behaviour of Events, e.g. Pausing, Notifications, Violation Counts - (Metrics Tab) (SLA4)
- Creating and Maintaining Working Hours - (Business Hours Tab) (SLA4)
Implementing Support for Common Concepts
- Using the CloudSET Next SLA Breach Extension
- Extending the Generated Solution with Custom Components (SLA4)
- Implementing Support for a Manually Starting Custom Metric or Event (e.g. On-site Engineer, RMA, Vendor Response)
- Implementing Support for an Auto Starting Custom Metric or Event (e.g. Workaround, Triage, Diagnostic)
- Ignoring Public Comments for an Initial Response or Update
- Implementing Support for an Initial Response or Update made externally to Zendesk (e.g. by Phone)
SLA Event Time Measurement
Using the SLA Assistant Sidebar App
Using the SLA Dashboard App
- Introduction to the SLA-M Dashboard
- Configuring and Customizing the SLA-M Dashboard
- Working in Destination Board (Events) Mode
- Working in Destination Board (Ticket Next Events)
- Working in Destination Board (Tickets) Mode
- Interpreting the Information in the SLA-M Dashboard
