@extends('layout.main') @section('content')
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  2. Ticket SLA Policies
  3. New SLA Policy

New SLA Policy

@include('includes.errors') @include('includes.success')

Close


Detail

SLA Targets ?
Priority
Respond within
Resolve within
Operational Hrs
Escalation Email
Urgent
{{Form::text("Target[Urgent][RespondTime]", TicketSla::$SlaTargetTimeValue,array("class"=>"form-control small " , "data-mask"=>"decimal"))}}
{{Form::select("Target[Urgent][RespondType]", TicketSla::$SlaTargetTime,TicketSla::$TargetDefault,array("class"=>"form-control small select2",1))}}
{{Form::text("Target[Urgent][ResolveTime]", TicketSla::$SlaTargetTimeValue,array("class"=>"form-control small " , "data-mask"=>"decimal"))}}
{{Form::select("Target[Urgent][ResolveType]", TicketSla::$SlaTargetTime,TicketSla::$TargetDefault,array("class"=>"form-control small select2",1))}}
{{Form::select("Target[Urgent][SlaOperationalHours]",TicketSla::$SlaOperationalHours,'',array("class"=>"form-control small select2",1))}}

High
{{Form::text("Target[High][RespondTime]", TicketSla::$SlaTargetTimeValue,array("class"=>"form-control small " , "data-mask"=>"decimal"))}}
{{Form::select("Target[High][RespondType]", TicketSla::$SlaTargetTime,TicketSla::$TargetDefault,array("class"=>"form-control small select2"))}}
{{Form::text("Target[High][ResolveTime]", TicketSla::$SlaTargetTimeValue,array("class"=>"form-control small " , "data-mask"=>"decimal"))}}
{{Form::select("Target[High][ResolveType]", TicketSla::$SlaTargetTime,TicketSla::$TargetDefault,array("class"=>"form-control small select2"))}}
{{Form::select("Target[High][SlaOperationalHours]",TicketSla::$SlaOperationalHours,'',array("class"=>"form-control small select2",1))}}

Medium
{{Form::text("Target[Medium][RespondTime]", TicketSla::$SlaTargetTimeValue,array("class"=>"form-control small " , "data-mask"=>"decimal"))}}
{{Form::select("Target[Medium][RespondType]", TicketSla::$SlaTargetTime,TicketSla::$TargetDefault,array("class"=>"form-control small select2",1))}}
{{Form::text("Target[Medium][ResolveTime]", TicketSla::$SlaTargetTimeValue,array("class"=>"form-control small " , "data-mask"=>"decimal"))}}
{{Form::select("Target[Medium][ResolveType]", TicketSla::$SlaTargetTime,TicketSla::$TargetDefault,array("class"=>"form-control small select2",1))}}
{{Form::select("Target[Medium][SlaOperationalHours]",TicketSla::$SlaOperationalHours,'',array("class"=>"form-control small select2",1))}}

Low
{{Form::text("Target[Low][RespondTime]", TicketSla::$SlaTargetTimeValue,array("class"=>"form-control small " , "data-mask"=>"decimal"))}}
{{Form::select("Target[Low][RespondType]", TicketSla::$SlaTargetTime,TicketSla::$TargetDefault,array("class"=>"form-control small select2",1))}}
{{Form::text("Target[Low][ResolveTime]", TicketSla::$SlaTargetTimeValue,array("class"=>"form-control small " , "data-mask"=>"decimal"))}}
{{Form::select("Target[Low][ResolveType]", TicketSla::$SlaTargetTime,TicketSla::$TargetDefault,array("class"=>"form-control small select2",1))}}
{{Form::select("Target[Low][SlaOperationalHours]",TicketSla::$SlaOperationalHours,'',array("class"=>"form-control small select2",1))}}

Apply this to
Group
{{Form::select("Apply[Groups][]", $Groups, '' ,array("class"=>"select2","multiple"=>"multiple","id"=>"Groups"))}}
Type
{{Form::select("Apply[TicketTypes][]", $TicketTypes, '' ,array("class"=>"select2","multiple"=>"multiple","id"=>"Groups"))}}
Company
{{Form::select("Apply[Accounts][]", $AccountList, '' ,array("class"=>"select2","multiple"=>"multiple","id"=>"Groups"))}}
What happens when this SLA is violated? ?
Set escalation rule when a ticket is not responded on time  

{{Form::select("violated[NotResponded][EscalateTime]", $EscalateTime,1,array("class"=>"form-control small select2",1))}}
{{Form::select("violated[NotResponded][Agents][]", $agentsAll, 0 ,array("class"=>"select2","multiple"=>"multiple","id"=>"Groups"))}}
Set escalation hierarchy when a ticket is not resolved on time  

1
{{Form::select("violated[NotResolved][1][EscalateTime]",$EscalateTime,1,array("class"=>"form-control violated1 small select2","disabled"))}}
{{Form::select("violated[NotResolved][1][Agents][]", $agentsAll, 0 ,array("class"=>"select2 violated1","multiple"=>"multiple","id"=>"Groups","disabled"))}}
2
{{Form::select("violated[NotResolved][2][EscalateTime]",$EscalateTime,1,array("class"=>"form-control violated2 small select2","disabled"))}}
{{Form::select("violated[NotResolved][2][Agents][]", $agentsAll, 0 ,array("class"=>"select2 violated2","multiple"=>"multiple","id"=>"Groups","disabled"))}}
3
{{Form::select("violated[NotResolved][3][EscalateTime]",$EscalateTime,1,array("class"=>"form-control violated3 small select2","disabled"))}}
{{Form::select("violated[NotResolved][3][Agents][]", $agentsAll, 0 ,array("class"=>"violated3 select2","multiple"=>"multiple","id"=>"Groups","disabled"))}}
4
{{Form::select("violated[NotResolved][4][EscalateTime]",$EscalateTime,1,array("class"=>"form-control violated4 small select2","disabled"))}}
{{Form::select("violated[NotResolved][4][Agents][]", $agentsAll, 0 ,array("class"=>"violated4 select2","multiple"=>"multiple","id"=>"Groups","disabled"))}}
@stop