This add-on will help customers to define and manage SLAs at both client and object levels. We offer the opportunity to have a clear visibility of SLA levels throughout the work order's lifecycle.
Administrator will have a full control and accountability for SLA changes. The automated pre-filling of planned start and end times for work orders will be based on defined SLAs.
How to create/default/view/edit/archive SLA
If you would like to try this add-on, first you will need to create SLAs in your Frontu account. Go to SLA from "Work orders" menu.
Click on "+New" button to add new SLA. Title is a required field as well as a duration. You can add internal system ID if needed too.
After "Save" action, the newly created SLA will appear in the list.
To set a default SLA just click on the one you would like to set and select "Default". It will be marked in blue. You could change the defaut SLA whenever you want.
You can also edit or archive the entry using the options. Quick view and default view will let you review the entry without mking any changes to it. Archive option will remove the entry from the list and selection.
SLA configuration for customers/objects
To select a specific SLA to an object or customer, go to their list. Make sure that SLA field is marked in customer/object settings.
When an SLA is added to the customer or object card, you can add it when creating new entry or editing existing one.
Client Level: SLAs can be defined for specific customer, including all objects related to that customer.
Object Level: SLAs can be defined for specific objects (e.g., address) overriding logic defined for the customer.
Work order creation/editing when using SLA
If you create work order with a customer or an object that uses SLA, when you select it from the dropdown list, SLA fills in automatically. It also suggests start time that is connected with SLA. If you click "Apply", the start time will be filled automatically.
Do not forget to check if work order has SLA field enabled in the work order's settings.
If you select the customer/object that does not have assigned SLA, the default SLA value is set up. SLA field is mandatory and can not be empty.
When you need to edit SLA for a specific work order, click edit and select a different SLA from a dropdown list.
You will be able to add a reason identifying why the SLA was changed. Click "Submit" button.
Detailed history will show the change and its reason.
SLA column and filter in work order's, customers and objects list
You can find SLA in customer, objects and work orders list. The column is available as well as the filter. Same view applies for all three different lists.
You can filter any SLA and find the results below. The table can also be sorted by SLA. You just need to select it via "View settings" button, "Order by" section.
You can filter, see the column "SLA" and use action "order by" in the customers and objects lists too.
SLA permission in Permission Groups
The system allows administrators to define user roles with permissions to forbid, review, create, modify, and archive SLA levels.
There is two separate permissions. The first one called SLA is for SLA in general and the second one is called "SLA for work order" and defines the permission to act on the work order level.
Permissions can be edited at any time if needed by administrator.