Applies to: SharePoint Online
Description: Setup SLA in SharePoint Online Crow Canyon helpdesk application based on ticket Priority. Based on priority of the ticket, ticket needs to be responded, assigned and closed in certain period of time.
Let us consider an example with response due time, assigned due time and Due Date that should be applied for the tickets based on ticket Priority like shown in below table.
|
Priority |
Assign Due |
First Response Due |
Due Date |
|
Critical |
60 Minutes |
2 Hour |
4 Hours |
|
High |
60 Minutes |
2 Hours |
24 Hours |
|
Normal |
60 Minutes |
4 Hours |
3 Days |
|
Low |
60 Minutes |
6 Hours |
1 Week |
To achieve this functionality, create below columns in the tickets list.
|
S.No. |
Field Name |
Field Type |
|
1 |
Assign Due Time |
Date and Time |
|
2 |
First Response Due Time |
Date and Time |
|
3 |
Work Started |
Yes/No (default to NO) |
|
4 |
Overdue |
Single line of Text |
– The ticket should be assigned before “Assign Due Time”.
– The ticket should be responded before “First Response Due Time”.
– Technician has to mark “Work Started” column value as Yes as an indication of First response.
– Workflow has to auto set “Overdue” column with overdue or not over due values based on “Due Date” column.
Summary of Steps:
1. Configure a workflow on ticket updation to update Response Due time, Assigned Due Time and Due Date of the tickets.
– Refer workflow 1 from https://www.crowcanyon.help/article/287 for instructions.
2. Configure a workflow on ticket updation to update Due Date and Overdue status of the ticket if Priority or Due Date is modified.
– Refer Workflow 2 from https://www.crowcanyon.help/article/287 for instructions.
3. Configure a timer workflow to notify users if ticket stays unassigned beyond Assigned due time.
– Refer Workflow 1 from https://www.crowcanyon.help/article/288 for instructions.
4. Configure a timer workflow to notify users if ticket isn’t responded beyond Response due time.
– Refer Workflow 2 from https://www.crowcanyon.help/article/288 for instructions.
5. Configure a timer workflow to notify users if ticket isn’t closed beyond the Due date.
– Refer Workflow 3 from https://www.crowcanyon.help/article/288 for instructions.
