SLA Policy Extension for VTiger was designed to improve response times, accountability, when dealing with time sensitive matters. It’s mostly used in support/helpdesk department, where each ticket/case has to be assigned and worked on/resolved by certain date and time. It allows administrator to create custom SLA Policy rules, which then get automatically applied to a record.

Use Case

New HOT Lead comes in, if after 45 minutes the lead is still unassigned, you can automatically assign it to a sales rep or notify users/managers + trigger any workflow.

How to Configuring SLA With a Use Case

1. Go to Menu > Settings > CRM Settings > Extension Pack > SLA Policies.
2. Click on the “New SLA Policy” button to configure a new policy. 
3. Add a Name for the new policy.
4. Select the module you want to apply this policy to.
5. Select the picklist you want to configure for the SLA responses. This will mark the field and signals will be triggered on the basis of values. 
6. Add the Resolve Within time.
7. Add a condition for the SLA. 
8. Setup the actions you need to be implemented on the SLA record. You can see the actions are configured according to the use case. 
9. You can see the executed SLA Log on an unassigned Lead. 

For further help, contact us on help@vtexperts.com. We’ll be glad to be of service.