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How to apply SLA manually to existing case

Greetings

I created SLA and configured it as default for new cases, it is working perfectly, it measures the time that it took for our helpdesk officer to assign cases to their respective queues. Once the case has been assigned to a queue by our helpdesk officer, how do we apply the resolution SLA? I have resolution SLAs configured, so I want to apply them manually when we assign cases to Technicians so that we can measure the time it took them to resolve cases.

Hi Soro,

Changing SLA lookup field manually to another SLA (after case assignment) will set 'Assignment in' SLA status to cancelled. So, instead of having two different SLA records, better handle both requirements in a single SLA record with two SLA items tagged to it.

Please follow below steps to capture SLA for time taken by help desk to assign case to queue and time taken by technician to resolve the case from the time case assigned. Capturing both of these SLAs time happens automatically. If you really want it to be manual, you can skip step #2 (auto update of 'Assigned On' in case) and manually set 'Assigned On' field.

1. Create two new fields in Case

Assigned By KPI : lookup to SLA KPI Instance
Assigned On : Date Time

2. Create a real-time workflow to set 'Assigned On' in Case to current time when Queue Item is created by the system when case is assigned to queue

8055.Workflow.PNG

3. Create two SLA KPI records as below for Case entity and activate

To measure the time taken by helpdesk to assign a case
Name: Case Assign KPI
KPI Field: Assigned By KPI
Applicable From: Created On
To measure the time taken by technician to resolve a case
Name: Case Resolution KPI
KPI Field: Resolved By KPI
Applicable From: Assigned On

4. Create an SLA record for Case entity with below two SLA Items --> Activate --> Set As Default

Case Assign SLA
KPI: Case Assign KPI
Applicable When: <configure bases on your requirement or leave it blank to apply it for all the cases>
Success Condition: Assigned On (Case) Contains data
Warn or Fail Duration: <set them as per your requirement>
Case Resolution SLA
KPI: Case Resolution KPI
Applicable When: Assigned On (Case) Contains data
Success Condition: Status (Case) Equals Resolved
Warn or Fail Duration: <set them as per your requirement>

5. Create Quick View Form: Go to SLA KPI Instance entity customization --> Open "First Response SLA" Quick View form --> Save As --> Rename to 'Assignment SLA' --> OK --> Rename label from 'First response in' to 'Assignment in' --> Save and publish the form

6. Add Assignment in Quick View Form in Case: Open Case entity form --> Insert Quick View with below details into a section where KPI quick view forms are exist and publish the form
Lookup Field: Assigned By KPI
Related Entity: SLA KPI Instance
Form: Assignment SLA

Final result:

Case created but not assigned to queue yet v/s case assigned to queue but pending resolution v/s case resolved.

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