SLA in matching criteria of a View
In the recent Survey results we had several respondents request for the ability to build Views using SLA as the matching criteria, so that they could keep an eye on the SLA of the tickets assigned to them. Now you can see at a glance whether you're meeting the SLA on a ticket. In Advanced Ticket Center you can create Views to monitor open cases fast approaching SLA or those that have breached SLA.
HOW TO:
1. Under the Advanced Ticket Center Workspace, click on CREATE VIEW button to create a new View
2. Give a name to your View
Select the Ticket Types you'd like to monitor.
Under Matching Criteria select Match All Conditions Below. In the drop-down list select SLA Compliance Status and set it to match Approaching Violation.
Click on Save & Apply button to save the changes.
3. If you'd like to see both, tickets approaching violation as well as tickets that have breached SLA in the same View then update the Matching Criteria.
Select Match Any Condition Below then add first matching criteria SLA Compliance Status = Approaching Violation and then add the second criteria SLA Compliance Status = Breached SLA.
Click on Save & Apply button to save your changes.
For more information please see Product Documentation on Advanced Ticket Center
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Neha Gupta
Serviceaide
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