Release Notes

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Incident

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.