Hi Akshatha,
The following list describes each item the administrator can configure or activate to use the VIP feature. The first item is necessary to use the VIP feature. The remaining items are optional.
- User form: Configure the form to add the VIP check box. Select the checkbox for VIP users.
- User list: Configure the list to display the VIP column. This allows the administrator to update VIP status from the list view.
- Business rule: Activate the VIP Escalation business rule, which is inactive by default. This business rule changes the priority of an incident for a VIP caller to 3-Moderate when the priority is submitted as 4-Low or 5-Planning.
- Service level agreement (SLA): Review the default SLA for priority 3 incidents. If incidents for VIP callers should be resolved more quickly, create a new SLA and add the condition [Caller.VIP] [is] [true]. Enter the appropriate escalation intervals.
Incident list with VIP caller
Incident form for a VIP caller
Hi Akshatha,
First 2 pointers are available in my Personal Dev Instance.
- User form: Configure the form to add the VIP check box. Select the checkbox for VIP users.
- User list: Configure the list to display the VIP column. This allows the administrator to update VIP status from the list view.
However, There is only VIP indicator that indicates that user is VIP and on the basis of that Business Rule and a separate SLA can be created.
