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SLA triggers contain three tabs - Header, Notifications, and Notes:
Data fields
The Header tab displays the following information:
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Field |
Description |
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Code |
A unique code that identifies the SLA trigger |
|
Description |
A description of the SLA trigger |
|
Site Code |
The unique code that identifies the site (user rights) for which the SLA trigger is associated with. |
|
Trigger Percentage |
The percentage of the allowed time that has elapsed, at which the trigger will be activated |
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IsActive |
A checkbox indicating whether or not the SLA is currently active |
The Notifications tab lists all the notifications and attachments that are linked to the SLA trigger:
Data fields
The Notifications tab displays the following information in the Notifications section:
|
Field |
Description |
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Template No |
The unique number that identifies the notification |
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Template Notification |
The description/name of the notification |
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Template Notification Notification Type |
The notification type (email or SMS) |
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Audience |
Who the notification should be sent to. - If the Replace Audience option is checked, the email addresses defined in the Audience field will replace the audience that has already been defined in the notification template. - If the Replace Audience option is left unchecked, the original audience, defined in the template, will be used. - If the Replace Audience option is unchecked and additional recipients are defined in Audience field, the additional recipients will be added to the template audience. |
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Replace Audience |
Whether you want to modify the set audience |
| IsActive | A checkbox indicating whether or not the SLA is currently active |
| Notes | Notes related to the notification |
The Notifications tab displays the following information in the Attachments section:
|
Field |
Description |
|
Code |
The unique code that identifies the attachment |
|
Attachment Type |
The attachment type |
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Content |
The content of the attachment |
| IsActive | A checkbox indicating whether or not the attachment is currently active |
| Notes | Notes related to the attachment |
The Notes tab displays any notes that have been added to/about the trigger:
