You can set the expected resolution time for each ticket priority, and you can enable SLAs to take the defined business hours and holidays into consideration when calculating due dates. For example, if tickets with a priority of Low are set to be resolved in two days, and a Low priority ticket is submitted the day before a holiday, the holiday is excluded from the two-day resolution time when calculating the due date.
SLAs are based on the priority values defined in the queue, so these values should be defined before SLAs are configured. See Customize ticket priority values. In addition, SLAs can use business hours and holidays only if those hours and holidays have been defined. See Configuring Service Desk business hours and holidays.
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Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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Scroll down to the Service Level Agreement section. A row is displayed for each priority value defined for the queue. See Customize ticket priority values. |
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See Managing Service Desk ticket queues.
You can modify the settings of ticket queues as needed.
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a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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The name of the Service Desk queue. This name appears in the From field when users receive email messages from the Service Desk. | |||
A fully qualified email address for the server. Users typically do not reply to this address. If you want to allow users to reply to appliance email, specify an email address in the Alternate Email Address field. | |||
Support@mydomain.com |
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Optional: Configure the SMTP/ POP3 server settings. Click Configure Queue Email Settings and specify the SMTP/POP3 options on the Service Desk Queue Email Settings page, as required. See Configure queue-specific email settings. |
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Allow anyone who is a user on the appliance to submit tickets through this Service Desk queue. | |||||||||
Select submitters by label only. Available only when Allow all users as submitters is not selected. | |||||||||
Allow users on the appliance to approve tickets through this Service Desk queue. | |||||||||
Select approvers by label only. Available only when Allow all users as approvers is not selected. | |||||||||
If you want to enable all users to have the ability to approve tickets, select Allow all users as approvers. To do that, click Manage Associated Labels. In the Select Labels dialog box that appears, select one or more labels associated with the users that you want to select as Ticket Owners. Close the dialog box. | |||||||||
Allow unrecognized users to create tickets. If this option is enabled in the queue configuration, any email sent to the Service Desk queue is allowed to set the Submitter field of a ticket. The sender is added to the appliance as a user with the User Console Only role. By default, this role has permission to create, view, and modify Service Desk tickets, and to interact with the appliance exclusively through the User Console. You can adjust the level of permissions associated with this and other roles, as applicable. For more information, see Setting up roles for user accounts. | |||||||||
Enable the system to automatically close child tickets when parent tickets are closed. | |||||||||
Enable the system to automatically close parent tickets when the last child ticket is closed. | |||||||||
Allow users with an Administrator role to read and edit tickets in this queue (Administrator Console only) |
Grant read and write permissions to all users who are assigned to the Administrator role. | ||||||||
Automatically select the Owners Only check box when comments are added to tickets. | |||||||||
Display a dialog, to administrators and ticket owners, that summarizes conflicts between the changes they are submitting and the changes submitted concurrently by other users. When administrators and ticket owners click Save or Apply Changes on the Ticket Detail page, the dialog appears if other users have edited and saved the ticket while it was open for editing. This enables administrators and ticket owners to choose whether to discard their changes, or overwrite the changes made by other users if there are conflicts. | |||||||||
Allow managers to view and comment on their employee's tickets |
Enable manager accounts to view and edit comments in the tickets submitted by their employees. For more information, see View ticket comments. | ||||||||
Allow the users on the ticket CC list to add comments to the ticket. | |||||||||
Add any user to Ticket CC list when they comment on a ticket |
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All users can edit/delete their own comments (including attachments) |
Allow all users to edit or remove their own comments, including file attachments. | ||||||||
To allow specific users to edit or delete their own comments and attachments using labels, click Manage Associated Labels. In the Select Labels dialog box that appears, select one or more labels associated with the users that you want to select. Close the dialog box. | |||||||||
All technicians can edit/delete comments entered by others (including attachments) |
Allow all technicians to edit or remove comments added by others, including file attachments. | ||||||||
To allow specific technicians to edit or delete their own comments and attachments using labels, click Manage Associated Labels. In the Select Labels dialog box that appears, select one or more labels associated with the technicians that you want to select. Close the dialog box. | |||||||||
Display KB article suggestions while typing the ticket title. | |||||||||
Indicate how you want to handle file attachment restrictions, as applicable.
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In the Archive Preferences section, select settings for ticket archival. Click the Settings link to enable ticket archival. |
The age of tickets to be archived. For example, if you select 3 months, tickets are archived when three months have passed since the tickets were closed. To prevent tickets in the queue from being archived, select Never. Archived tickets can be restored to the queue if necessary. See Restore archived tickets. | |
The age of tickets to be permanently removed from the archive. For example, if you select 6 months, archived tickets are deleted from the archive when six months have passed since the tickets were opened. To prevent tickets in the queue from being deleted from the archive, select Never. Deleted tickets cannot be restored to the queue. |
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Category: Software |
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Status: New |
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Impact: 1 person cannot work |
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Priority: Medium |
8. |
In the Email on Events section, select the categories of users who will receive email when the specified events occur. Each column represents a type of Service Desk user (role) and each row represents a ticket event. See Configure email triggers. |
9. |
Optional: Configure Service Level Agreement Settings. Here you can enable Service Level Agreement (SLA) settings based on the ticket priority. When enabled, the due date of the ticket automatically takes into account the resolution time, business hours, and holidays. See Configuring Service Level Agreements. |
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In the Ticket Rules section, enable the rules to apply to tickets in the queue. You can use any of the pre-defined rules or customize your own. See Using Ticket Rules for more information about how to use and customize ticket rules. |
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