Difference between SLA category and SLA ID ?

  • Resolved wahid75

    (@wahid75)


    6 years, 7 months ago

    Hi,

    Please, what is the difference between SLA Category and SLA ID ? I didn’t find the details in the documentation.

    Thanks in advance,
    Walid

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  • Plugin Author awesomesupport

    (@awesomesupport)

    Hello:

    SLA Category is another way to allow an SLA ID to be assigned to a ticket. You can enable/disable SLA CATEGORIES in the SERVICE LEVEL AGREEMENTS->GENERAL tab. Once enabled, you can define the categories in TICKETS->SLA CATEGORIES.

    If an SLA CATEGORY is assigned to a ticket (either by the user or the agent) and that category has an SLA ID/PROFILE associated with it then that SLA ID will be assigned to the ticket.

    The order in which an SLA ID/PROFILE is assigned to a ticket can be found in the documentation here: https://getawesomesupport.com/documentation/service-level-agreements/introduction-service-level-agreements/

    Thanks.

    PS: This question was about a premium feature and www.ads-software.com prefers that questions about premium features not be handled on this site. So best to ask questions about premium features by opening a ticket on our site. You’ll also get a faster response.

Viewing 1 replies (of 1 total)
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