Override SLA Issue Type Configurations

The latest update to Work Order SLA configurations introduces issue type level overrides, empowering property managers with greater customization control. This enhancement allows managers to designate specific escalation recipients based on work type, ensuring delays are addressed directly by the most appropriate personnel. Property managers can now select which issue types will utilize these overrides at the property level, tailoring the experience to their operational needs. Additionally, users can establish specific target resolution times for each work type, creating a more responsive and efficient maintenance management system.

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Permission Requirements:

This new configuration is tied to existing SLA permissions. The permission is the following:

“Can Manage SLAs”

To get there:

• Go to Admin module
• Click on SLA tab
• Go to the bottom of the screen and either click into an existing override page under the Name column within the grid or select the Create Profile button, to expose the new issue type override option

Steps to Configure SLA Issue Type Override

1. Go to Admin module > SLA tab at the top of the page
2. Scroll to the bottom of the SLA page and either click into an existing SLA override page or create a new override profile with the Create Profile button
   1. 
3. If you select “Create Profile”, you will enter in the name of the override and select Continue. If you click into an existing override, it will direct you to step 4
4. Click into one of the Priority Settings (Urgent, High, Medium, Low)
5. Within the event settings, toggle ON the Issue Type override toggle for that event

1. User can then multi-select issue types that will adopt this override setting, within the Issue Type dropdown
2. Within the Target, you will enter in the target time for the event
3. Select “+Add Escalations” to add escalation notifications and recipients for any work orders that are either upcoming on the target time, past due on the target time or have reached the target time
   1. Note: if the user does not apply escalation settings to the issue type override, the system will not send out any communications against the target time
4. If there are multiple issue type settings for the override, you can select “+Add issue type override” and add more override options
5. Once the event and escalation settings are configured, scroll down and select the properties that will adopt these settings.
   1. Note: the chosen properties will adopt all of the settings against the override profile. That includes property level overrides and issue type level overrides.
   2. If a user creates a new override profile and applies a property that is tied to a previous override setting, the system will remove the property from the older setting and apply it to the new one.
6. Once all settings are complete select “Save” at the bottom of the page and all settings will become active

Additional Flowchart for SLA Levels

Examples/Scenarios

As a Property Manager, I have general SLA configurations for work orders and if those target times go past my expectations, I marked myself as the escalation email recipient so I can take next steps if any issue is delayed.

I have a couple properties from my portfolio that have unique SLA settings because they’re high-rise commercial buildings in the middle of Manhattan. I want my SLA settings for these properties to have shorter target times compared to my other properties. I have Property level override pages for those properties where my target times are shorter than my default level target times.

Within my Manhattan based properties, I have some issue types that are specific to engineer work and I don’t want to receive the escalation emails because I then need to notify the Chief Engineer of the issue and it further delays the issue. So to resolve this, I enabled the issue type level settings for those Manhattan based properties and chose the issue types that are specific to HVAC. If an escalation happens against the work order, the Chief Engineer will receive the escalation email directly and can take the next steps.