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Understanding SLA

Accepted answer
edited May 25, 2019 5:48AM in Agent Desktop 3 comments


Strange Behaviors, Problems, Solutions


I understand that there are lot of myths about assigning SLA. Recently I was experimenting SLA assignment to the Incidents. Based on which I have few queries.
1.Though I have manually assigned SLAs to the Organizations, when I create Incidents for that Org, those SLA instances are not being set/instantiated. Lately i understood that I have to write Incident Rule to assign the SLA instance like [IF Org.OrgName = ABC then Apply Gold SLA (Create Instance if one does not exist)] Then it worked. Unfortunately what if I have thousands of Organizations or more than that? how to handle them in the Rule?


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