For more great tips on getting the best from SLAs, seeFine Tuning: Succeeding with SLAs--why, when, and how!

In Step 1, you'll create a drop-down ticket field that enables you to record details of the outage by adding it to your web form.

To create the drop-down ticket field

1. InAdmin Center, click theObjects and rulesicon () in the sidebar, then selectTickets > Fields.
2. ClickAdd field.
3. On theNew fieldpage, clickDrop-down.
4. UnderPermissions, chooseEditable for end users.
5. UnderTitle shown to agents, enterReason for contact.
6. UnderField values, enter the options that the drop-down list will present. Ensure that one of the options isOutage.

   

7. When you are finished, click保存.

在步骤2中,您将创建一个SLA策略monitors the field you created above. If the ticket is about an outage, the service level agreement will apply. For more information about SLAs, seeDefining and using SLA policies.

To create the SLA

1. InAdmin Center, click theObjects and rulesicon () in the sidebar, then selectBusiness rules>Service level agreements.
2. ClickAdd policy.
3. Enter the policy name, for example,Outage.
4. UnderApply this policy to tickets that meetALLof these conditions, add the following two conditions:
   • Ticket>Reason for contact>is>Outage
   • Ticket>Organizationis <your customer organization name>

   

5. UnderTargets, enter the following values forRequester wait time:
   • Urgent:1 hour
   • High:24 hours
   • Normal:24 hours
   • Low:24 hours

   

   These values are examples. Configure the requester wait time with the values that best suit your own business needs.

6. When you are finished, click保存.

Next, you'll create a trigger that automatically sends a notification to the ticket requester whenever the ticket is for an outage. For more information about triggers, seeCreating triggers for automatic ticket updates and notifications.

To create the trigger

1. InAdmin Center, click theObjects and rulesicon () in the sidebar, then selectBusiness rules > Triggers.
2. 从触发器的列表,findNotify requester of received request, click the menu to the right of the trigger, then clickClone.
3. Support creates a copy of the trigger and opens its properties. Change the trigger name toNotify customer of outage report.
4. Add the following new conditions underMeet ALL of the following conditions:
   • Ticket>Reason for contact>is>Outage
   • Ticket>Organizationis <your customer organization name>

   

   Tip:You'll need to modify the default notice to exclude the conditions above so that two notices don’t fire off.
5. UnderActions, add the following:
   • Ticket>Priority:Urgent
   • Notifications>Email user:(requester)(Tailor the email subject and body the customer and mention the guaranteed resolution time)
   • Notification>Email group: <your team that handles outages>

   

6. When you are finished, clickCreate.

In Step 4, you'll create an automation that runs every hour on open tickets. If a ticket is about an outage, it will be tagged withSLAbreachand an email will be sent to your group supervisor. For more information about automations, seeAbout automations and how they work.

To create the automation

1. InAdmin Center, click theObjects and rulesicon () in the sidebar, then selectBusiness rules > Automations.
2. ClickAdd automation.
3. Enter anAutomation titlelikeOutages.
4. UnderMeet all of the following conditions, add the following conditions:
   • Ticket: Status>Less than>Solved
   • Ticket: Organization>is> <your customer organization>
   • Ticket:>Reason for contact>is>Outage.
   • Ticket: Tags>Contains none of the following>SLAbreach(this prevents the automation running more than once)

   

5. UnderPerform these actions, add the following actions:
   • Ticket: Add tags>SLAbreach
   • Notifications: Email user> <your group supervisor> (add relevant information to the email subject and body to inform the supervisor about the outage)

   

6. When you are finished, clickCreate automation.

Finally, create two new views that enable you check at a glance any tickets that have breached your SLA and any tickets that are related to an outage. For more information, seeUsing views to manage ticket workflow.

To create the views

1. InAdmin Center, click theWorkspacesicon () in the sidebar, then selectAgent workspace > Views.
2. ClickAdd view.
3. Name the first viewSLA breaches view.
4. UnderMeet all of the following conditions, add the following conditions:
   • Ticket: Status>Less than>Solved
   • Ticket: Tags>Contains at least one of the following>SLAbreach

   

5. When you are finished, clickCreate view.
6. Repeat this process and create a view namedOutages viewwith the following conditions:
   • Ticket: Status>Less than>Solved
   • Ticket>Reason for contact>is>Outage.

   

In this final step, you'll create a macro that solves the ticket, sets the ticket type toProblem, and leaves a comment informing the customer that the outage has been resolved. For more information about macros, seeUsing macros to update tickets.

To create the macro

1. InAdmin Center, click theWorkspacesicon () in the sidebar, then selectAgent workspace > Macros.
2. ClickAdd macro.
3. Enter a name for the macro likeClose outage ticket.
4. UnderActions, add the following actions:
   • Status>Solved
   • Type>Problem
   • 评论/描述:Let the customer know the outage has been resolved and how they can contact you if the problem persists

   

5. When you are finished, clickCreate.