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This article is about the use of this module as an application manager, for more information on how to use the concepts in this module as a user (for instance, details on how to create an object), see the related module in the Users part of this knowledge base: Users |
1. What is this module about
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For each of the five default priorities (very low, low, medium, high, critical) an SLA value for the response time and handle time can be set. These can be set in minutes, hours, days, weeks, or months. For hours or days, the planned times can also be set in ‘work’ hours or days. If used, the planned response and handle times of a request are calculated, taking the work hours regime into consideration [See: Creating and linking Managing regimes].
SLAs in the request
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Workflows can automatically send emails after a certain task is executed or a workflow has been in a status for a certain amount of time. The default emails need to be activated per workflow. For more information on how to enable the default workflow emails, see Workflow emails.
For the request module, the following default workflow emails are available:
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