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Customer experience | Sales, Customer Insights,...
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How to apply SLA manually to existing case

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Posted on by 52

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.

  • Suggested answer
    Charan Raju C R Profile Picture
    Charan Raju C R 7 Moderator on at
    RE: How to apply SLA manually to existing case

    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            Case-Update.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

    SLA-KPIs.PNG

    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>

    SLA-Items.png

    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.

    Case-SLAs2.PNG

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