UVDESK SLA Open Source Application Guide

The UVDESK SLA Open Source application provides rapid responses with the rules of the service level agreement and automated notifications for better medium.

The administrators define response times, opening hours and conditions to effectively manage tickets and avoid delays.

Several SLA rules help rationalize ticket management by automating climbing and alerts for late responses.

Personalized messaging models send SLA violation notifications to administrators and agents for a timely time problem.

The module helps maintain service commitments by reducing manual work and guaranteeing post -time ticket resolutions.

NOTE – To use this SLA module first, you should need to install UVDesk Open Source Helpdesk.

• Configure the SLA rules to effectively manage customer support tickets.
• Define the response and resolution schedules to ensure rapid handling of tickets.
• Automate ALS violation alerts so that administrators and agents take measures.
• Adjust the opening hours to apply SLA rules during working hours only.
• Configure several conditions and actions for effective automation of the workflow.
• Use personalized messaging models for personalized SLA violation notifications.
• Automate ticket clips to maintain service commitments and avoid delays.
• Make sure the quick responses with predefined SLA conditions for better medium.
• Improve ticket management by defining response times and service rules.
• Reduce manual work with automated notifications for compliance with ALS.

1. In the root of your UVDESK project, go to the apps folder and create a new repertoire called UVDESK.
2. Inside the UVDESK directory, you must place the SLA package which contains the application.
3. Then run the commands below to complete the configuration of the project root directory.

$ php bin/console uvdesk_extensions:configure-extensions

$ php bin/console assets:install

$ php bin/console doctrine:migrations:diff

$ php bin/console doctrine:migrations:migrate

Once your packages have been successfully configured, they are ready to be used.

After having managed to install the UVDESK SLA SLA SLA application, it will appear in the UVDESK dashboard with its icon.

By sailing towards the ‘SLA configuration“Icon, administrators can create several SLA rules to manage tickets.

This section lists all the SLA rules created by the administrator. To add a new SLA rule, the administrator must click on the ‘New SLA rule‘ button.

In addition, he will open the SLA configuration page where the administrator must define the rules in accordance with the priorities of the tickets.

According to the priority of the ticket, the administrator will define the Maximum response time And Maximum resolution time Calendar hours/ /Office hours.

The administrator can define working hours by sailing to Branditage> Support Center> Office hours

The selection of the HOUR option HOURS OF Office will exclude working hours and will provide SLA rules only in application during active support hours.

In addition, the administrator can define Terms based on ticket priorities and automate Acts Like e-mail climbing for late responses.

• Multiple conditions and automated actions help rationalize ticket management and effectively maintain service commitments.
• If an agent delays the response to a ticket, notifications by automated e-mail are sent to the administrator or the agent according to the SLA parameters.
• Personalized messaging alerts can be configured to alert administrators and agents to SLA violations using any mail model in UVDESK.

When a new ticket is created, the agents can see the maximum response and resolution time labels on the basis of the active ALS and the priority of the ticket.

The awarded agent must respond to the ticket within the time specified by the SLA timer.

The red exclamation mark indicates that the ticket is late and was not addressed within the designated time.

If the agents do not manage the ticket within the defined period, an SLA violation notification email is automatically sent to the administrator or the agent in accordance with the SLA rule.

So, that’s it for the SLA Open Source Uvdesk application, if you still have questions or concerns, please raise a ticket on the UVDESK assistance panel.