Implementing Support for Common Concepts
This section includes articles that explain how to implement support for some of the most common concepts involved when measuring the performance of your SLA's.
- 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)
- Implementing Support for additional Warning or Escalation timers
- Overriding SLA Supported Business Hours for a specific Priority
- Overriding the Default Behavior for SLA Warnings and Violations
