FAQs in this section
When a case's SLA status says Time Left, what does this mean?
What are SLAs?
How will SLAs benefit me?
I have a Sales Starter edition of Vtiger CRM. Can I configure SLAs in this?
What are the types of SLA I can create in the CRM?
What is a Customer SLA?
What is an Internal SLA?
Where do I create an SLA policy in the CRM?
How can I configure an SLA Policy?
What is difference between Business Hours and Calendar Hours?
What are the SLA Targets?
Why should I set SLA Targets? What is its importance?
My SLA policy is based on Business Hours. What will happen if I don't set SLA Targets?
I need to be notified when an SLA violation happens. Can I configure this?
I don't want the SLA Timer to be running in certain case states. Is this possible?
Why are SLA Statuses necessary?
The case is closed, but the customer has replied to it. What will happen to the status of the case?
I saw the SLA status as Fulfilled in a Case. What does this mean?
My case is in New status, what will the SLA timer do??
How will I know when an SLA has been violated on a case?
How can I understand the dependency of cases on SLAs?
I am waiting for my customer to reply on the case. Will the SLA timer still run?
When will the SLA timer on a case stop?
What happens when a Case or an Internal Ticket gets escalated?
The case is resolved. But I can see a + sign in the status. What does this mean?
I want to get alerts before an SLA violation happens. Can I configure this?
Table of Contents
Yes, Vtiger CRM gives you an option to configure email alerts that must be sent before an SLA violation happens.
This is how you must configure the alerts in the SLA policy:
This is how you must configure the alerts in the SLA policy:
To receive alerts, follow these steps:
- Enable the Alerts checkbox in the Set SLA Targets window.
- In the Configure Email Alerts (before violation) block, configure the following:
- Select the users who must be alerted when the SLA is about to be violated.
- Enter the time when the email alert has to be sent before the SLA violation.
- Select an email template to send the alert. These email templates are related to cases or internal tickets based on the type of SLA you are creating. To know more about Email Templates, click here.
- Click the + Add Alert button to add multiple alerts at different time intervals, with the same or different users for the SLA policy.
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