SLA Rules Engine

Configure dynamic rules for prioritization and service level agreements.

Configured Rules
These rules automatically assign priority, workflows, and deadlines when tickets are submitted.
Ticket TypeCategoryLocation TypePrioritySLA TargetApprovalEscalation Role
MAINTENANCEHVACMeeting RoomCRITICAL
Resp: 1h
Res: 4h
NoFacility Manager
MAINTENANCEHVACStorageMEDIUM
Resp: 8h
Res: 72h
NoFacility Admin
PROCUREMENTIT EquipmentEmployee WorkstationURGENT
Apprv: 24h
Quote: 48h
RequiredIT Director
PROCUREMENTFurnitureLoungePLANNED
Apprv: 168h
RequiredOperations Manager