Applying a schedule to tickets

A ticket uses the default schedule unless a trigger gives it another. Getting the ordering right is what makes it work.

A ticket uses the default schedule unless a trigger gives it another. Getting the ordering right is what makes it work.

Build the rule

1. Create a trigger.
2. Condition on what decides the schedule: group, brand, organisation or a field.
3. Add the action that sets the schedule.
4. Place it high in your trigger order, above anything that measures time.
5. Test with a ticket from each case.

Order matters more than usual here

An SLA applies when the ticket is created and measures against the schedule the ticket has then. A trigger setting the schedule after the SLA rule has run leaves the first measurement on the wrong clock.

Put schedule assignment near the top, with your classification rules, well before routing and notifications.

Check what a ticket ended up with

The ticket events show which schedule was applied and by which trigger. When someone reports that an SLA breached at an odd time, that is the first place to look, before examining the SLA policy itself.

Keep the rule simple

One condition if you can. Schedule by group, or schedule by brand, not a combination of five things. This is a rule you will read in two years while trying to work out why a ticket had the hours it did, and simple rules survive that reading.

See also

• Using multiple schedules
• The order of triggers and why it matters
• Why my ticket breaches its SLA while we are waiting on the customer