Service connects telemetry, dispatch decisions, territory, SLA, technician work and material. Review configuration across the complete ticket lifecycle.
Before you begin
- First confirm the correct company and location.
- Prepare a real operating scenario for validation.
- Confirm permission for the intended change, not only read access.
Each priority separately
One profile code has a separate row for P1–P4. Enter 72 hours as 4,320 minutes. P1 normally needs a much shorter target than P3 or P4.
Calendar vs business time
Calendar time runs continuously. Business time counts selected weekdays and hours in the configured timezone. Confirm how holidays are treated contractually; the system currently uses a weekly calendar.
Inheritance order
Company SLA is the default. A location may override it, a rule may select a profile and a device may have an explicit exception. A manual ticket can select an active profile.
SLA start point
Detection is strictest, proposal starts at proposal creation, and approval starts service time at the human decision. Proposal approval has its own separate limit.
- Test changes on one controlled case first.
- Add a clear audit note to important decisions.
- After saving, verify the result from the operating role’s perspective.
- Bulk changes without testing can affect many devices or tickets.
- Overly broad access hides a problem but does not create a sound process.
- An unverified change may behave differently in downstream workflow.
The result should be one clear flow: the right signal creates one actionable case with correct SLA and an eligible technician.
Still need help? Contact support.