Create Service Level Agreements

  1. Hover your mouse over the "+" sign next to the Search box and select "SLA". This will change when the "+" sign goes away.


  2. Click in fields to enter the appropriate filter criteria (Email, Company, Subject, Priority, Category, Assigned to, Service, Contract, Queue, and Location).
  3. Click in the Notify Email fields to enter up to three email addresses to which Support Requests that match these filters will be sent automatically.
  4. Check the SMS box if you wish to enable text message notifications.
  5. Click Create SLA to save changes.
  6. Hover over the Settings tab in the blue top row navigation pane and click Notifications to create filters that generate automatic responses when clients sign up for or make changes in their portal.

    1. Ticket Notifications: Click Ticket Notifications in the blue navigation row then click the boxes to enter your Email Preferences.
      1. Display Name: Click the field and enter the friendly name of the sender of the e-mail notification.
      2. Email Address: Friendly email address from which the mail will be sent.
      3. Header: Click in the box and enter text or HTML to be displayed at the top of every message.
      4. Signature: Click in the box and enter text or HTML to be displayed at the bottom of every message.
      5. Email Notification Copies: Click in the box and enter email address or addresses to receive notifications for Support Requests and Profile Changes.
      6. Click on Update Notifications to save changes.

    2. Service Notifications: Click Service Notifications in the blue navigation row then Click the Service Type menu to select a Service Type and enter Service Notification Settings.
      1. Data Field Variables: Use these codes to enter specific details about the new services themselves. They will change with the different service types.
      2. New Account Notifications:
        1. Subject line: Click to type in subject line for automated email notification.
          1. User Message: Enter text or HTML of email to be sent to new user upon creation of New Account.
          2. Admin Message: Enter text or HTML of email to be sent to the staff person configuring the New Account.
        2. Modified Account Notifications:
          1. Subject Line: Click to type in subject line for automated email notification.
          2. User Message: Enter text or HTML of email to be sent to new user upon modification of the Account.
          3. Admin Message Enter text or HTML of email to be sent to the staff person modifying the Account.
        3. Click on Update Notitifications to save changes.
    3. Service Advisory
      1. Service Advisory: Click the drop down box to select active or inactive service notification.
      2. Advisory Contents: Enter text or HTML of the contents of the message to users who open tickets during an announced service interruption.
      3. Click on Update Advisory to save changes.