Service Level Agreements

Service Level Agreements enable you to monitor or act on a case based on how long it has been present in a bucket.

SLAs help define time-based criteria (jeopardy and breach points) for different service levels and can trigger automated tasks when these thresholds are reached.

Viewing Existing Service Levels

When you arrive on the page, you’ll see a list of existing SLAs. Each SLA is displayed in its own section, showing its current settings:

  • Name: The name of the Service Level.
  • Bucket: The category or bucket to which the SLA belongs.
  • Jeopardy Threshold: How long until a case is considered “in jeopardy.”
  • Jeopardy Task: A task triggered when the jeopardy threshold is reached.
  • Breach Threshold: How long until a case is considered “breached.”
  • Breach Task: A task triggered when the breach threshold is reached.
  • Enabled Status: Indicates whether this SLA is currently active.

You can review these details to understand how each SLA is configured.

Adding a New Service Level

  1. Show the Create Form:
    • Click “Add a Service Level” to reveal the form for creating a new SLA.
  2. Fill Out the Details:
    • Name: Provide a meaningful name for your new Service Level.
    • Select a Bucket: Choose the category or “bucket” this SLA applies to from the dropdown menu.

    Jeopardy Settings:

    • Jeopardy Time (Days/Hours/Minutes): Set how long a case has been in a particular bucket before it’s considered “in jeopardy.”
    • Jeopardy Task: From the dropdown, select which task should run automatically when the jeopardy threshold is reached.

    Breach Settings:

    • Breach Time (Days/Hours/Minutes): Determine how long a case has been in a particular bucket before it’s considered “breached.”
    • Breach Task: Choose a task to run when the breach threshold is reached.

    Enable the SLA (Optional):

    • Toggle the “Turn on this service level” switch if you want this SLA to be active immediately.
  3. Confirm the New SLA:
    • Click “Confirm Service Level” to create the new SLA.
    • If you change your mind, click “Cancel” to discard your changes.

Note If you want to only perform one task, you can create an empty script and task called Do Nothing that will still execute but not perform any actions.

Editing an Existing Service Level

Each existing SLA has editable fields. To edit:

  1. Locate the SLA you want to modify in the list.
  2. Update the available fields (e.g., Name, Bucket, Jeopardy/Breach times, Tasks, or Enabled Status).
  3. The changes will automatically be saved and updated in the system.

Note: If changes are not allowed or require confirmation, you may see a “Save” or “Update” action. Otherwise, edits will persist as you change them.

Deleting a Service Level

If you no longer need an SLA, you can delete it:

  1. Find the SLA you wish to remove.
  2. Click the Delete button associated with that SLA.
  3. A confirmation dialog will appear asking, “Are you sure you want to delete this service level criteria?”
  4. Click “Yes, delete this service level” to permanently remove it or “Cancel” if you change your mind.

Troubleshooting

  • No Tasks Found: If you select a bucket that has no associated tasks, the tasks dropdown will display “Tasks not found!”. To fix this, ensure the chosen bucket and related case types have tasks defined.
  • Missing Buckets or Case Types: If no buckets appear in the dropdown, check that your account has properly configured case types and buckets.
  • Validation Errors: If the system rejects your new SLA or updates, ensure all fields are filled out correctly and that any required fields (like SLA name or bucket) are not empty.

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