Calculate Ticket SLA

Trigger SLA-Calculation on tickets from Compliance Rules and other automated sources.

Contract type: Subscription
License metric: Installation
Manufacturer Matrix42 AG

Description

Calculate Ticket SLA for Matrix42 Workspace Management

Calculate Ticket SLA is an action that calculates the service-level-agreement for your tickets by executing the same logic as the control SLA Picker in incident general dialog tab. Matrix42 designed this Add-on for your Digital Workspace to help you with Compliance Rule custom action.

The Add-on supports the configuration items:

  • Incident
  • Task
  • Change
  • Problem

 

Claculate Ticke SLA is extremely useful in cases of object changes or data imports outside of the object dialog, such as GDI import jobs, SQL Agent Jobs or SSIS Jobs.

To save time you don’t have to open the ticket for changing the SLA. Just select all tickets you want to calculate a new SLA for, klick right and set the SLA for all selsected tickets an once.

  • New feature: all SLA relevant fields can be specified in a config file for each configuration item. Supported fields are CreatedDate, Initiator, Asset, Service, and Priority.

 

Besides other useful Add-ons Calculate Ticket SLA is also included in the Matrix42 Marketplace Add-ons Gold Subcription.