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Global SLAs

Hello,
I created an SLA that requires a technician to respond to a ticket within two business days and I would like to make it so that this SLA is applied to every newly created ticket in our system moving forward. Currently, I have only foun...
1 Answer
Riley Fay Last activity on 8/8/2023 12:17:20 PM by Mark Sayers

SLA Violation Reasignment

We are looking to reassign tickets that have violated an SLA to the resources manager. Looking through the SLA options I can see where I can notify a resource's manager and I can reassign tickets to specific groups or users. Is there a way to r...
1 Answer
Chip Singletary Last activity on 7/27/2023 12:17:08 PM by Brittany Renn

SLA Dashboard(s)

Does anyone have a good SLA dashboard (maybe one used by techs and one by managers) that works well for your teams? Rather than reinventing the wheel, I thought I would see what others are doing. Thanks!
1 Answer
Cassandra Slagg Last activity on 5/17/2023 1:35:00 PM by Brittany Renn

Workflow on SLA Violation

I need to be able to take action on a ticket after an SLA has breached that is something other than assigning to a specific person or group. I need to have a workflow run when this happens.
I've tried a number of things and right now I'm see...
1 Answer
Ken Stone Last activity on 7/19/2022 4:45:48 PM by Mark Sayers

Help with SLAs and Alert Delivery Service found?

I am testing SLA's and other various automated functions for our organization in our instance of the sandbox. I can not get automated emails or escalation to take place using SLAs. In searching the knowledge base and questions I see several ref...
1 Answer
Josh Gariepy Last activity on 11/1/2021 1:09:11 PM by Mark Sayers

can SLA's be "paused" via personal days or time off?

Wondering if there's a way to "pause" an SLA for tickets by a tech setting days off or time off. For example, if they go on vacation. Can their ticket SLAs "pause" for the days they specify, then resume counting after that tim...
1 Answer
Becky Klein Last activity on 10/26/2020 2:21:13 PM by Mark Sayers

how do status changes impact SLAs?

I'm curious about how changing the status on a ticket impacts the assigned SLA, and which events "stop the clock" or not. If status is changed again, does the clock start from the point where it stopped, or does it add a cumulative coun...
1 Answer
Becky Klein Last activity on 4/17/2020 11:28:10 AM by Mark Sayers

can SLA's be set in more than one way?

Can an SLA be assigned to tickets via more than one method? For example, if I've got a prioritization schema and automation rules set to assign SLA's based on impact, urgency, priority, can I override that and have some ticket types be assigned a...
1 Answer
Becky Klein Last activity on 3/12/2020 4:27:00 PM by Mark Sayers

Sandbox SLA's Are Not Taking Action

I'm in our TDx sandbox, hosted here. I believe I have my test SLA's configured correctly, but the actions are not happening. That is to say, the ticket never gets reassigned, nor notifications made, when the SLA deadlines are exceeded. On the ...
1 Answer
Mel Gross Last activity on 12/17/2018 4:59:44 PM by Mark Sayers

How to Satisfy SLA Response

I've reviewed several questions on this topic and seen what I consider to be contradictory information, so I'm seeking clarification.
In order to meet the SLA Respond By obligation on a ticket, it is my understanding that you must change the ...
1 Answer
Amy (Dube) Hodgdon Last activity on 10/11/2017 10:50:04 AM by Mark Sayers

Service Level alerts Before Expiration

Can I configure a service level that alerts me when the ticket is about to exceed the service level? If so, how?
1 Answer
Aaron Crane Last activity on 9/19/2014 5:17:11 PM by Aaron Crane

Question about why an ex-user is still receiving TD notifications

According to the attached email, Joseph Danko, a student at Manhattan is still receiving notifications from TeamDynamix after being converted to a customer. Why?
1 Answer
Richard Musal Last activity on 9/10/2014 5:27:40 PM by Drake Sigler

SLA attribute on forms

I have been working with SLAs a bunch recently and love their versatility, but there are two things I'd like to ask about: 1) Is there a way to set an SLA to change when you change an existing ticket's type to the SLA assigned to that type? 2) ...
2 Answers
Robbie Talbot Last activity on 6/24/2015 10:27:14 AM by Jeremy Luring

SLA attribute on forms

I have been working with SLAs a bunch recently and love their versatility, but there are two things I'd like to ask about: 1) Is there a way to set an SLA to change when you change an existing ticket's type to the SLA assigned to that type? 2) ...
1 Answer
Robbie Talbot Last activity on 9/9/2014 5:16:27 PM by Matt Sayers