@extends('layout.main') @section('content')
  1. Home
  2. Ticket SLA Policies
  3. {{slapolicies_dropbox($Sla->TicketSlaID)}}
  4. Edit SLA Policy

Edit SLA Policy

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

Close


Detail
@if(!$Sla->IsDefault)

Status) checked @endif type="checkbox" value="1">

@else @endif
SLA Targets
Priority
Respond within
Resolve within
Operational Hrs
Escalation Email
Urgent
{{Form::text("Target[Urgent][RespondTime]", isset($targetsData['Urgent']['RespondTime'])?$targetsData['Urgent']['RespondTime']:TicketSla::$SlaTargetTimeValue,array("class"=>"form-control small " , "data-mask"=>"decimal"))}}
{{Form::select("Target[Urgent][RespondType]",TicketSla::$SlaTargetTime,isset($targetsData['Urgent']['RespondType'])?$targetsData['Urgent']['RespondType']:0,array("class"=>"form-control small select2",1))}}
{{Form::text("Target[Urgent][ResolveTime]", isset($targetsData['Urgent']['ResolveTime'])?$targetsData['Urgent']['ResolveTime']:TicketSla::$SlaTargetTimeValue,array("class"=>"form-control small " , "data-mask"=>"decimal"))}}
{{Form::select("Target[Urgent][ResolveType]",TicketSla::$SlaTargetTime, isset($targetsData['Urgent']['ResolveType'])?$targetsData['Urgent']['ResolveType']:0,array("class"=>"form-control small select2"))}}
{{Form::select("Target[Urgent][SlaOperationalHours]",TicketSla::$SlaOperationalHours,isset($targetsData['Urgent']['SlaOperationalHours'])?$targetsData['Urgent']['SlaOperationalHours']:0,array("class"=>"form-control small select2",1))}}

High
{{Form::text("Target[High][RespondTime]", isset($targetsData['High']['RespondTime'])?$targetsData['High']['RespondTime']:TicketSla::$SlaTargetTimeValue,array("class"=>"form-control small " , "data-mask"=>"decimal"))}}
{{Form::select("Target[High][RespondType]",TicketSla::$SlaTargetTime,isset($targetsData['High']['RespondType'])?$targetsData['High']['RespondType']:0,array("class"=>"form-control small select2",1))}}
{{Form::text("Target[High][ResolveTime]", isset($targetsData['High']['ResolveTime'])?$targetsData['High']['ResolveTime']:TicketSla::$SlaTargetTimeValue,array("class"=>"form-control small " , "data-mask"=>"decimal"))}}
{{Form::select("Target[High][ResolveType]",TicketSla::$SlaTargetTime, isset($targetsData['High']['ResolveType'])?$targetsData['High']['ResolveType']:0,array("class"=>"form-control small select2"))}}
{{Form::select("Target[High][SlaOperationalHours]",TicketSla::$SlaOperationalHours,isset($targetsData['High']['SlaOperationalHours'])?$targetsData['High']['SlaOperationalHours']:0,array("class"=>"form-control small select2",1))}}

Medium
{{Form::text("Target[Medium][RespondTime]", isset($targetsData['Medium']['RespondTime'])?$targetsData['Medium']['RespondTime']:TicketSla::$SlaTargetTimeValue,array("class"=>"form-control small " , "data-mask"=>"decimal"))}}
{{Form::select("Target[Medium][RespondType]",TicketSla::$SlaTargetTime,isset($targetsData['Medium']['RespondType'])?$targetsData['Medium']['RespondType']:0,array("class"=>"form-control small select2",1))}}
{{Form::text("Target[Medium][ResolveTime]", isset($targetsData['Medium']['ResolveTime'])?$targetsData['Medium']['ResolveTime']:TicketSla::$SlaTargetTimeValue,array("class"=>"form-control small " , "data-mask"=>"decimal"))}}
{{Form::select("Target[Medium][ResolveType]",TicketSla::$SlaTargetTime, isset($targetsData['Medium']['ResolveType'])?$targetsData['Medium']['ResolveType']:0,array("class"=>"form-control small select2"))}}
{{Form::select("Target[Medium][SlaOperationalHours]",TicketSla::$SlaOperationalHours,isset($targetsData['Medium']['SlaOperationalHours'])?$targetsData['Medium']['SlaOperationalHours']:0,array("class"=>"form-control small select2",1))}}

Low
{{Form::text("Target[Low][RespondTime]", isset($targetsData['Low']['RespondTime'])?$targetsData['Low']['RespondTime']:TicketSla::$SlaTargetTimeValue,array("class"=>"form-control small " , "data-mask"=>"decimal"))}}
{{Form::select("Target[Low][RespondType]",TicketSla::$SlaTargetTime,isset($targetsData['Low']['RespondType'])?$targetsData['Low']['RespondType']:0,array("class"=>"form-control small select2",1))}}
{{Form::text("Target[Low][ResolveTime]", isset($targetsData['Low']['ResolveTime'])?$targetsData['Low']['ResolveTime']:TicketSla::$SlaTargetTimeValue,array("class"=>"form-control small " , "data-mask"=>"decimal"))}}
{{Form::select("Target[Low][ResolveType]",TicketSla::$SlaTargetTime, isset($targetsData['Low']['ResolveType'])?$targetsData['Low']['ResolveType']:0,array("class"=>"form-control small select2"))}}
{{Form::select("Target[Low][SlaOperationalHours]",TicketSla::$SlaOperationalHours,isset($targetsData['Low']['SlaOperationalHours'])?$targetsData['Low']['SlaOperationalHours']:0,array("class"=>"form-control small select2",1))}}

Apply this to
Group
{{Form::select("Apply[Groups][]", $Groups, $slaApplyGroup ,array("class"=>"select2","multiple"=>"multiple","id"=>"Groups"))}}
Type
{{Form::select("Apply[TicketTypes][]", $TicketTypes, $slaApplyType ,array("class"=>"select2","multiple"=>"multiple","id"=>"Groups"))}}
Company
{{Form::select("Apply[Accounts][]", $AccountList, $slaApplyCompany ,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  

0) checked @endif name="NotrespondOnTime" type="checkbox" value="1">

0) style="display:block;" @endif class="custom_hours NotrespondOnTimeDiv form-group">
{{Form::select("violated[NotResponded][EscalateTime]", $EscalateTime,$RespondedVoilation['Time'],array("class"=>"form-control small select2",1))}}
{{Form::select("violated[NotResponded][Agents][]", $agentsAll, $RespondedValue ,array("class"=>"select2","multiple"=>"multiple","id"=>"Groups"))}}
Set escalation hierarchy when a ticket is not resolved on time  

0) checked @endif name="NotresolveOnTime" type="checkbox" value="1">

0) style="display:block;" @endif class="custom_hours NotresolveOnTimeDiv form-group">
1
0) checked @endif class="icheck violatedCheck" option="1" name="violated[NotResolved][1][Enabled]" value="1">
{{Form::select("violated[NotResolved][1][EscalateTime]",$EscalateTime,isset($ResolveVoilation[0])?$ResolveVoilation[0]->Time:1,array("class"=>"form-control violated1 small select2",isset($ResolveVoilation[0])?"":"disabled" ))}}
{{Form::select("violated[NotResolved][1][Agents][]", $agentsAll, isset($ResolveVoilation[0])?explode(",",$ResolveVoilation[0]->Value):0 ,array("class"=>"select2 violated1","multiple"=>"multiple","id"=>"Groups", isset($ResolveVoilation[0])?"":"disabled"))}}
0) style="display:block;" @endif class="custom_hours NotresolveOnTimeDiv form-group">
2
1) checked @endif class="icheck violatedCheck" option="2" name="violated[NotResolved][2][Enabled]" value="1">
{{Form::select("violated[NotResolved][2][EscalateTime]",$EscalateTime,isset($ResolveVoilation[1])?$ResolveVoilation[1]->Time:1,array("class"=>"form-control violated2 small select2",isset($ResolveVoilation[1])?"":"disabled" ))}}
{{Form::select("violated[NotResolved][2][Agents][]", $agentsAll, isset($ResolveVoilation[1])?explode(",",$ResolveVoilation[1]->Value):0 ,array("class"=>"select2 violated2","multiple"=>"multiple","id"=>"Groups", isset($ResolveVoilation[1])?"":"disabled"))}}
0) style="display:block;" @endif class="custom_hours NotresolveOnTimeDiv form-group">
3
2) checked @endif class="icheck violatedCheck" option="3" name="violated[NotResolved][3][Enabled]" value="1">
{{Form::select("violated[NotResolved][3][EscalateTime]",$EscalateTime,isset($ResolveVoilation[2])?$ResolveVoilation[2]->Time:1,array("class"=>"form-control violated3 small select2",isset($ResolveVoilation[2])?"":"disabled" ))}}
{{Form::select("violated[NotResolved][3][Agents][]", $agentsAll, isset($ResolveVoilation[2])?explode(",",$ResolveVoilation[2]->Value):0 ,array("class"=>"select2 violated3","multiple"=>"multiple","id"=>"Groups", isset($ResolveVoilation[2])?"":"disabled"))}}
0) style="display:block;" @endif class="custom_hours NotresolveOnTimeDiv form-group">
4
3) checked @endif class="icheck violatedCheck" option="4" name="violated[NotResolved][4][Enabled]" value="1">
{{Form::select("violated[NotResolved][4][EscalateTime]",$EscalateTime,isset($ResolveVoilation[3])?$ResolveVoilation[3]->Time:1,array("class"=>"form-control violated4 small select2",isset($ResolveVoilation[3])?"":"disabled" ))}}
{{Form::select("violated[NotResolved][4][Agents][]", $agentsAll, isset($ResolveVoilation[3])?explode(",",$ResolveVoilation[3]->Value):0 ,array("class"=>"select2 violated4","multiple"=>"multiple","id"=>"Groups", isset($ResolveVoilation[3])?"":"disabled"))}}
@stop