Using
iSupport Rules for Service Level Agreements Using
iSupport Rules for Service Level Agreements
Service level agreements provide time frames and associated actions for response and resolution of issues to ensure that nothing slips through the cracks. in iSupport you can use different rules for different scenarios such as levels of service, time limits for resolutions, and deadline schedules based on user group. For example, you could provide users of the company email service a 30-minute resolution SLA and if an incident is opened for an email service outage issue, it would need to be resolved within 30 minutes or the incident will be reassigned to a support representative in a more experienced group.
The following examples show how rules can monitor incidents and send notifications, change priority, and change the assignee after specified time frames.
This rule will send a notification when an open incident is at Medium priority for 7 ½ hours. Upon incident save, the incident is checked for an Open status and (because all conditions must be met) a priority of Medium. If true, the date and time at which 7 ½ hours will be reached is recorded and monitored by the Time-Based Rule agent. This agent runs every minute to monitor whether the time frame has been reached yet; when it is reached, the warning notification will be sent.
This rule will change the priority of an open incident from Medium to High, and it will send the Priority Exceeded notification to the assignee, if the incident is at Medium priority for 8 hours. Upon incident save, the incident is checked for an Open status and (because all conditions must be met) a priority of Medium. If true, the date and time at which 8 hours will be reached is recorded and monitored by the Time-Based Rule agent. This agent runs every minute to monitor whether the time frame has been reached yet; when it is reached, the priority will change to High and the Priority Exceeded notification will be sent to the assignee.
This rule will route an open incident if it remains at High priority for eight hours. Upon incident save, the incident is checked for an Open status and (because all conditions must be met) a priority of High. If true, the date and time at which eight hours will be reached is recorded and monitored by the Time-Based Rule agent. This agent runs every minute to monitor whether the time frame has been reached yet; when it is reached, the incident will be routed (via round robin) to someone in the Tier II group.
You can use multiple time frame intervals and actions in a rule; time frames run in a sequential fashion. In this rule example, if after two days all the conditions are true, the Followup email will be sent to the assignee. If another day passes after that with conditions remaining true, the priority will change to High and the assignee will be sent the Emergency Priority Warning – Rep notification. If the conditions are true for another day after that, the incident will be reassigned to support representative Barry White.
