{"id":482601,"date":"2025-02-13T06:42:57","date_gmt":"2025-02-13T06:42:57","guid":{"rendered":"https:\/\/webkul.com\/blog\/?p=482601"},"modified":"2025-03-03T07:55:43","modified_gmt":"2025-03-03T07:55:43","slug":"uvdesk-open-source-sla-app","status":"publish","type":"post","link":"https:\/\/webkul.com\/blog\/uvdesk-open-source-sla-app\/","title":{"rendered":"Guide for UVdesk Open Source SLA App"},"content":{"rendered":"\n<p><a href=\"https:\/\/store.webkul.com\/uvdesk-open-source-sla-app.html\" target=\"_blank\" rel=\"noreferrer noopener\">UVdesk Open Source SLA App<\/a> ensures quick ticket responses with service level agreement rules and automated notifications for better support.<\/p>\n\n\n\n<p>Admins set response times, business hours, and conditions to manage tickets efficiently and avoid delays.<\/p>\n\n\n\n<p>Multiple SLA rules help streamline ticket handling by automating escalations and alerts for overdue responses.<\/p>\n\n\n\n<p>Custom email templates send SLA breach notifications to admins and agents for timely issue resolution.<\/p>\n\n\n\n<p>The module helps maintain service commitments by reducing manual work and ensuring timely ticket resolutions.<\/p>\n\n\n\n<p><strong>NOTE \u2013&nbsp;<\/strong>To use this SLA module first, you should need to install<strong>&nbsp;<a href=\"https:\/\/github.com\/uvdesk\/community-skeleton\" target=\"_blank\" rel=\"noreferrer noopener\">UVdesk Open Source Helpdesk<\/a>.<\/strong><\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h2 class=\"wp-block-heading index-title\">Features<\/h2>\n<\/div><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Set up SLA rules to handle customer support tickets effectively.<\/li>\n\n\n\n<li>Define response and resolution timings to ensure quick ticket handling.<\/li>\n\n\n\n<li>Automate SLA breach alerts for admins and agents to take action.<\/li>\n\n\n\n<li>Set business hours to apply SLA rules during working hours only.<\/li>\n\n\n\n<li>Configure multiple conditions and actions for effective workflow automation.<\/li>\n\n\n\n<li>Use custom email templates for personalized SLA breach notifications.<\/li>\n\n\n\n<li>Automate ticket escalations to maintain service commitments and avoid delays.<\/li>\n\n\n\n<li>Ensure quick responses with predefined SLA conditions for better support.<\/li>\n\n\n\n<li>Improve ticket management by setting response times and service rules.<\/li>\n\n\n\n<li>Reduce manual work with automated notifications for SLA compliance.<\/li>\n<\/ul>\n\n\n\n<p>Check out the&nbsp;<a href=\"https:\/\/store.webkul.com\/uvdesk-open-source-report-insights.html\" target=\"_blank\" rel=\"noreferrer noopener\">UVdesk Open Source Report Insights<\/a>&nbsp;module that provides admins with ticket reports section, including status, agent performance, and resolutions.<\/p>\n\n\n\n<p>Also, explore the <a href=\"https:\/\/store.webkul.com\/uvdesk-open-source-ticket-time-tracking.html\" target=\"_blank\" rel=\"noreferrer noopener\">UVdesk Open Source Ticket Time Tracking<\/a> module, allowing admins to let agents record time entries as they resolve tickets.<\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h2 class=\"wp-block-heading index-title\">Installation<\/h2>\n<\/div><\/div>\n\n\n\n<ol class=\"wp-block-list\">\n<li>In the root of your uvdesk project, go inside the apps folder and create a new directory called uvdesk.<br><\/li>\n\n\n\n<li>Inside the uvdesk directory, you need to place the SLA package that contains the application.<br><\/li>\n\n\n\n<li>Next, run the below commands to complete the setup from the Project root directory.<\/li>\n<\/ol>\n\n\n\n<pre class=\"EnlighterJSRAW\">$ php bin\/console uvdesk_extensions:configure-extensions<\/pre>\n\n\n\n<pre class=\"EnlighterJSRAW\">$ php bin\/console assets:install<\/pre>\n\n\n\n<pre class=\"EnlighterJSRAW\">$ php bin\/console doctrine:migrations:diff<\/pre>\n\n\n\n<pre class=\"EnlighterJSRAW\">$ php bin\/console doctrine:migrations:migrate<\/pre>\n\n\n\n<p>Once your packages have been configured successfully, they are ready for use.<\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h2 class=\"wp-block-heading index-title\">Module Configuration<\/h2>\n<\/div><\/div>\n\n\n\n<p>After successfully installing the UVdesk Open Source SLA App, it will appear in the UVdesk dashboard with its icon.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"1043\" height=\"500\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/sla-app-icon-uvdesk.webp\" alt=\"sla-app-icon-uvdesk\" class=\"wp-image-482617\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/sla-app-icon-uvdesk.webp 1043w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/sla-app-icon-uvdesk-300x144.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/sla-app-icon-uvdesk-250x120.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/sla-app-icon-uvdesk-768x368.webp 768w\" sizes=\"(max-width: 1043px) 100vw, 1043px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>By navigating to the &#8216;<strong>SLA Configuration<\/strong>&#8216; icon, admins can create multiple SLA rules to manage tickets.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"1043\" height=\"500\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/multiple-sla-rules.webp\" alt=\"multiple-sla-rules\" class=\"wp-image-482621\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/multiple-sla-rules.webp 1043w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/multiple-sla-rules-300x144.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/multiple-sla-rules-250x120.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/multiple-sla-rules-768x368.webp 768w\" sizes=\"(max-width: 1043px) 100vw, 1043px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>This section lists all SLA rules created by the admin. To add a new SLA rule, the admin needs to click on the &#8216;<strong>New SLA Rule<\/strong>&#8216; button.<\/p>\n\n\n\n<p>Further, it will open the SLA configuration page where the admin will need to set the rules as per the ticket priorities.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"1098\" height=\"1312\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/sla-not-configured.webp\" alt=\"sla-not-configured\" class=\"wp-image-482649\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/sla-not-configured.webp 1098w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/sla-not-configured-251x300.webp 251w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/sla-not-configured-857x1024.webp 857w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/sla-not-configured-208x249.webp 208w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/sla-not-configured-768x918.webp 768w\" sizes=\"(max-width: 1098px) 100vw, 1098px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>According to the ticket priority, the admin will set the <strong>Max Response Time<\/strong> and <strong>Max Resolution Time<\/strong> and whether to apply SLA for <strong>Calender hours<\/strong>\/<strong>Business hours<\/strong>.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"1002\" height=\"550\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/business-hours-sla-app.webp\" alt=\"business-hours-sla\" class=\"wp-image-482626\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/business-hours-sla-app.webp 1002w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/business-hours-sla-app-300x165.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/business-hours-sla-app-250x137.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/business-hours-sla-app-768x422.webp 768w\" sizes=\"(max-width: 1002px) 100vw, 1002px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Admin can define business hours by navigating to <strong>Branding &gt; Support Center &gt; Business Hours<\/strong><\/p>\n\n\n\n<p>Selecting the business hours option will exclude non-working hours, and ensure SLA rules apply only during active support times.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"900\" height=\"1227\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/sla-configured-2.webp\" alt=\"sla-configured\" class=\"wp-image-482650\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/sla-configured-2.webp 900w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/sla-configured-2-220x300.webp 220w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/sla-configured-2-751x1024.webp 751w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/sla-configured-2-183x249.webp 183w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/sla-configured-2-768x1047.webp 768w\" sizes=\"(max-width: 900px) 100vw, 900px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Furthermore, the admin can set <strong>Conditions<\/strong> based on ticket priorities and<strong> <\/strong>automate<strong> Actions<\/strong> like email escalations for overdue responses.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Multiple conditions and automated actions help streamline ticket management and maintain service commitments efficiently.<\/li>\n\n\n\n<li>If an agent delays responding to a ticket, automated email notifications are sent to the admin or agent based on SLA settings.<\/li>\n\n\n\n<li>Custom email alerts can be configured to alert admins and agents about SLA breaches using any email template in the UVdesk.<\/li>\n<\/ul>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h2 class=\"wp-block-heading index-title\">Agent View | SLA Response Timer<\/h2>\n<\/div><\/div>\n\n\n\n<p>When a new ticket is created, agents can see the maximum response and resolution time tags on the left, based on the active SLA and ticket priority.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1200\" height=\"575\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/agent-view-sla-1200x575.webp\" alt=\"agent-view-sla\" class=\"wp-image-482661\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/agent-view-sla-1200x575.webp 1200w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/agent-view-sla-300x144.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/agent-view-sla-250x120.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/agent-view-sla-768x368.webp 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/agent-view-sla.webp 1294w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>The assigned agent must respond to the ticket within the time specified by the SLA timer.<\/p>\n\n\n\n<p>The red exclamation mark indicates that the ticket is overdue and has not been addressed within the designated timeframe.<\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h2 class=\"wp-block-heading index-title\">SLA Breach Notification<\/h2>\n<\/div><\/div>\n\n\n\n<p>If agents don\u2019t handle the ticket within the set time, an SLA breach notification email is automatically sent to the admin or agent as per the SLA rule.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"1099\" height=\"595\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/gmail-new.webp\" alt=\"sla-breach-notification\" class=\"wp-image-482677\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/gmail-new.webp 1099w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/gmail-new-300x162.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/gmail-new-250x135.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/02\/gmail-new-768x416.webp 768w\" sizes=\"(max-width: 1099px) 100vw, 1099px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>So, that\u2019s all for the UVdesk Open Source SLA App, if you still have any queries or concerns please raise a ticket on the <a href=\"https:\/\/support.uvdesk.com\/en\/customer\/create-ticket\/\" target=\"_blank\" rel=\"noreferrer noopener\">UVdesk Support Panel<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>UVdesk Open Source SLA App ensures quick ticket responses with service level agreement rules and automated notifications for better support. Admins set response times, business hours, and conditions to manage tickets efficiently and avoid delays. Multiple SLA rules help streamline ticket handling by automating escalations and alerts for overdue responses. Custom email templates send SLA <a href=\"https:\/\/webkul.com\/blog\/uvdesk-open-source-sla-app\/\">[&#8230;]<\/a><\/p>\n","protected":false},"author":490,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6098,6099],"tags":[],"class_list":["post-482601","post","type-post","status-publish","format-standard","hentry","category-uvdesk-helpdesk-system","category-uvdesk-helpdesk-system-2"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Guide for UVdesk Open Source SLA App<\/title>\n<meta name=\"description\" content=\"UVdesk Open Source SLA App allows admins to set rules and conditions to ensure timely ticket responses while receiving SLA breach alerts.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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