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handbook
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c46f608a
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c46f608a
authored
2 months ago
by
Jason Colyer
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Updating info on creating sla policies
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!10650
Updating info on creating sla policies
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content/handbook/support/readiness/operations/docs/zendesk/service-level-agreements.md
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c46f608a
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@@ -36,33 +36,9 @@ Fullstack Engineer.
#### Creating a new SLA
You will start by creating a placeholder role within Zendesk itself (as you will
need the ID for the sync repo). To do this, open up the admin page of your
corresponding Zendesk instance (
[
Global
](
https://gitlab.zendesk.com/admin
)
or
[
US Government
](
https://gitlab-federal-support.zendesk.com/admin
)
), click
`Objects and rules`
on the left-hand side, and then click
`Service level agreements`
. On this page page, you will want to click
`Add policy`
. This will bring add a new SLA policy box and bring your browser's
focus to it.
On this page, you will do the following:
-
Set the Policy Name to "Placeholder for ISSUE_LINK" (replacing
`ISSUE_LINK`
with the link to the issue you are working out of).
-
Enter a description of "ISSUE_LINK" (replacing
`ISSUE_LINK`
with the link to
the issue you are working out of).
-
Sets
`all`
conditions of:
-
`Requester`
`is`
`YOUR_NAME`
(replacing
`YOUR_NAME`
with your name in
Zendesk)
-
Sets the Reply targets to your desired end result.
After doing so, click the black
`Save`
button. You will then need to get the SLA
ID from Zendesk using the API. You will do this using the
[
List SLA Policies
](
https://developer.zendesk.com/api-reference/ticketing/business-rules/sla_policies/#list-sla-policies
)
endpoint. You will need to query that, locate your new SLA policy, and make note
of the ID.
From here, create the merge request in the sync repo project.
As we manage SLA policies via our sync repos, you simply need to create the
file within the sync repo itself. The sync process will handle creating the
SLA policy within Zendesk itself.
#### Updating an existing SLA
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