Define custom notifications rules for each service level.
This allows you to define groups of users to be notified
on certain events for each service level. You can manage
the service from the service level management
screen by modifying Services, Service Levels, Service
Level Agreements according to your specific needs.
For each Service Level you can set the hours of operation
in your help desk. This feature allows you to set the “working
hours” of the help desk support for
the SLA in one week. You can also add annual holidays.
Incidents that are created using a service level will
only be escalated during working hours.
Polar Help Desk comes with integrated Scheduler
service that monitors your incidents and escalates them
in appropriate time. When an incident reaches escalation
time the Scheduler service will increase its priority
and send the notification to selected group of users.
Priority escalation time can be customized for each service
level, as well as the set of notifications for your supporters
and personnel.
