Part 1: Select the [Tickets] module and enter the Rule Name.Part 2: You must choose to execute the rule based on Happiness Rating (for) Negative Ratings.Part 3: In the Rule Criteria section, specify <Status> is <Closed>.Part 4: Under Actions, create a New Alert and do the following:
Part 1: Enter the Rule Name and specify Business Hours as Calendar Hours.Part 2: In the Rule Criteria section, specify: <Hours since closed> is <24> (AND)<Happiness Rating> <Link not provided> (AND)<Status> is <Closed>
Part 3: Under Actions, create a New Alert and do the following:
Part 1: Enter the SLA Name.Part 2: You must choose to execute the SLA on Field Update.You must specify Happiness Rating as the field to be monitored.Part 3: You must add a target for this SLA. In the Add Target page do the following:
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