SLA improvements

It is now possible to re-sort the SLA levels. Thus, it is possible to organize the sequence in which the level rules will be checked: if the rules of the first level of the sequence are met, the SLA takes over this level; otherwise, it checks the next level in the sequence, and so on.

If no levels have their rules met, the SLA takes the default level.

 

Other improvement include:

▪New configuration that indicates whether the instance will start the SLA status as "Pause" or "Play".

▪The "SLA history" analysis vision now displays instances with all statuses rather than closed ones only.

▪Due to performance matters, the number of levels has been limited to a maximum of 50 per SLA.

 

E-mail import metadata for attributes

When instantiating processes, the imported e-mail message data (sending date, sender, subject, addressees, message content) can be stored in attributes and process form table fields.

 

Mandatory cause

Root causes can be configured as mandatory in the activity actions instead of the SoftExpert Problem general parameters, enabling greater flexibility in the process flow.

 

Action for each root cause

It is now possible to require the association of at least one action plan action or isolated action with each root cause of the problem.

 

Cause type

Cause view now displays the "Cause classification" column (to indicate whether it is a root or potential cause) column and the "Cause type" column displays the cause type.

 

Previous versions

View also the improvements made to this component in previous versions: