SLA Trigger Only After Changing to a Specific Form

We are wanting to run a two week pilot where we will test using the SLA monitor on certain forms. The challenge I am having is many of our tickets come in through email and from a general ticket form we have on the client portal. Our Service Desk reviews these tickets on the general form and chooses other forms based on the ticket information. 

The process will be:

  1. Customer creates ticket by email or generic form on portal OR Service Desk creates the ticket during a phone call (this second option will be on the correct form so an automation rule will be fine).
  2. If customer creates, the Service Desk will review and pick the correct form and collect any information that might be specific to that form.
  3. If the ticket is Device Support related (specific device support form), we want the SLA monitor to be included with that ticket.

Since SLAs are triggered by an automation rule, we won't be able to start an SLA on an existing ticket that was moved to one of our forms. Is there something we could do with workflow web service calls for this? Any other suggestions? 

Thanks, 
Bret

Asked by Bret Swart on Fri 3/1/24 9:12 AM
Sign In to leave feedback or contribute an answer

Answer (1)

This answer has been marked as the accepted answer
Brittany Renn Fri 3/1/24 9:49 AM

Hi Bret, 

There is an API endpoint that allows you to set/change the tickets current SLA: 

https://[yourdomainhere]/TDWebApi/Home/section/Tickets#PUTapi/{appId}/tickets/{id}/sla

Would that help out with this at all? 

Best,
Brittany Renn
​​​​​​​TDX Support

No feedback
Brittany,
That might work if we can have the workflow applied when they change to the new form (which is part of our current process now).
Do you know if this will start the clock from the time the SLA is applied or will it honor the creation date/time?

Thanks,
Bret - Bret Swart Fri 3/1/24 4:12 PM
There should be a StartBasis property that you can include in the body of your call. The default for this property will be the SlaStartBasis.CurrentDateTime option but you could change it to TicketCreationDateTime if you want. Both of those options should be outlined in the API documentation for that endpoint as well. - Brittany Renn Wed 3/6/24 10:29 AM