This section allows you to insert a Plan for the added Schedule. All incoming tickets are assigned according to the plans configured in this section allowing you to handle clients issues promptly and in due time. An over due Ticket is automatically escalated as per the Escalation Rules set under the ‘Escalations’ section of the system.
Plan Title: Specify a suitable title for your plan.
Overdue (Hours): Specify the number of hours after which an existing Ticket is marked as Overdue by the system.
SLA Schedule: Choose an appropriate SLA Schedule for this plan from the adjacent drop down menu. The overdue time for the Tickets is automatically calculated according to the chosen Schedule.
Filter By Department: This option allows you to assign this SLA Plan to all the Departments or you can assign the plan to a specific department by choosing it from the drop down menu.
Filter By Ticket Status: This option allows you to assign the Plan to a specific Ticket Status. You can assign the Plan to all the ticket status or you can assign it to one or more status by holding the <Ctrl> key and choosing them one by one. This feature can be used to create a very advanced Workflow. For example, you can make tickets that have Ticket Status set to “Open” be handled in a time frame of 24 hours whereas any tickets that have ticket status set to “Escalated” are handled within a timeframe of 1 hr hence guaranteeing that an Escalated ticket will be handled promptly.
Filter By Ticket Priority: This option setting you to assign the Plan to a specific Ticket Priority. You can assign the Plan to all the Priorities or you can assign it to one or more priority by holding the <Ctrl> key and choosing them one by one. Using this feature you can make sure that normal tickets are handled in 24 hours whereas tickets with Priority set to Emergency or Critical are handled within a time frame of 1 hr.
Once you have set the section according to your choice, click on the Insert Plan tab to insert the SLA Plan. Once you have saved the Plan, the software shall notify with the message ‘SLA Plan “12 Hours” (Plan Title) Inserted Successfully‘ and shall forward you to the Manage Plans section which is explained in detail in the later part of the manual.