SLA policy for VIP users

Hello @maxlehot1234 just for clarification, when you reference SLA policies for users, you mean VIP “Requesters”?

Gotcha, so your request is totally valid and is even indicated possible in the SLA Policy description found in the module itself.

But as I am sure you have noticed you can only add conditionals to SLAs based on Ticket Fields and “Requester” is nowhere to be found in that list of fields. I have sent in a support ticket to figure out why this is. Will let you know what I find out. 

Workaround that might work: you can create a custom text field in your ticket form, hide the field from visibility using business rules. Then trigger a webhook using workflow automator to fill the field with the requester’s name. Then you can access that field in the ticket fields found in the conditionals of the SLA. From there try and build a conditional that allows the SLA to trigger based on the contents of that custom textbox. Not elegant but might work.

Take care!

Hi @maxlehot1234 I got a response and their solution was just as I mentioned. To use an agent only visible custom field that indicates requester data, so that the custom field will be available in the SLA conditions.

They indicated that the language was misleading and they are fixing that issue and raising awareness to the need for requester details to be available in SLAs. We will have to wait and see what happens.

Are the users submitting the emails the VIP users in freshservice? If so when the email comes in and the ticket is created you can have workflow automators run that grab the requester name or email and populate it in that custom form field that would be hidden from requester view. All the workflow cares about is if the ticket is created, doesn’t matter if the source is email unless you specify to ignore that source.

You first need to create the field under Form Fields > Ticket Forms. Then in Work Flow Automator you can set the action to “Set “field name here” as {{ticket.requester_name}}”. It will run when the ticket is raised and fill the field with the requester name.

Then after that you can set the SLA policy as such

Hope that helps explain the process :)

Can you share a screenshot of this? I am still only seeing Ticket fields as a conditional option for SLAs

Here’s an extract on very important roles:

While VIP lists might be designed to protect IT’s behind, VIR lists are designed to protect the business :)