{"id":234423,"date":"2022-06-22T21:01:38","date_gmt":"2022-06-22T21:01:38","guid":{"rendered":"https:\/\/onedesk.com\/videos\/ugovori-o-razini-usluge-slas-in-onedesk\/"},"modified":"2022-06-22T21:11:53","modified_gmt":"2022-06-22T21:11:53","slug":"ugovori-o-razini-usluge-slas-in-onedesk","status":"publish","type":"aiovg_videos","link":"https:\/\/onedesk.com\/hr\/videos\/ugovori-o-razini-usluge-slas-in-onedesk\/","title":{"rendered":"Ugovori o razini usluge (SLA)"},"content":{"rendered":"<h2>Prijepis:<\/h2>\n<p><span style=\"font-weight: 400;\">Ugovori o razini usluge, ili SLA, omogu\u0107uju vam da primijenite pravila i ciljeve vremena odgovora i rje\u0161avanja na va\u0161e dolazne prijave. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ovdje mo\u017eete vidjeti da sam u prikazu kr\u0161enja razine usluge ovdje. Mo\u017eete vidjeti kr\u0161enja i tako\u0111er mo\u017eete vidjeti kako su te razli\u010dite karte grupirane prema SLA-ovima. Ovi nisu u SLA. Ovo dvoje jesu.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Pogledajmo kako izmijeniti ugovore o razini usluge na svom ra\u010dunu. Kliknite opciju administracije, kliknite karte i pomaknite se prema dolje. Ovdje \u0107ete vidjeti odjeljak SLA. Ako \u017eelite ukloniti postoje\u0107i SLA, mo\u017eete ga izbrisati ovdje. Tako\u0111er mo\u017eete urediti postoje\u0107i SLA klikom na ikonu olovke. Izradimo novu SLA politiku ovdje klikom na &#8220;kreiraj SLA&#8221; i ispunjavanjem obrasca.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ovaj obrazac sastoji se od imena i mre\u017ee prioriteta u odnosu na vrijeme odgovora. Na primjer, mo\u017eda \u017eelite da va\u0161 prvi odgovor na kartu s jednom zvjezdicom bude unutar dva sata, ali na kartu s pet zvjezdica unutar samo jednog sata. Ako je \u0107elija u ovoj mre\u017ei ostavljena prazna, smatra se da nema pravila. Spremite SLA i pojavit \u0107e se ovdje na va\u0161em popisu.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sada imate postavljenu politiku. Morate ga dodijeliti dolaznim ulaznicama. Za to imamo \u201cautomatizaciju tijeka rada\u201d. Ovdje mo\u017eete vidjeti da ve\u0107 postoji unaprijed stvorena koja se zove \u201ckreiraj bilo koju kartu dodaj u uzorak SLA\u201d.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Pogledajmo detalje toga. Kliknem na uredi i ovdje mo\u017eete vidjeti da je prili\u010dno jednostavno. Za bilo koju vrstu ulaznice, kada je stvorena, mijenja se u &#8220;Uzorak SLA&#8221;. U mnogim slu\u010dajevima \u017eelite ne\u0161to malo nijansiranije. Na primjer, mo\u017eda biste \u017eeljeli da se ovo primjenjuje samo na ulaznice odre\u0111ene tvrtke pa biste u tom slu\u010daju ovdje dodali dodatnu opciju filtra. Odabrao bih odre\u0111enu organizaciju podnositelja zahtjeva. Dakle, ovaj SLA bi se primjenjivao samo na ulaznice te organizacije. Naravno, mo\u017eete odabrati na koju SLA politiku \u0107e se primijeniti, tako da bih umjesto toga mogao odabrati SLA koji smo upravo stvorili.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Kada je ovo pravilo spremljeno i omogu\u0107eno, onda kada tiket stigne u sustav koji ispunjava te kriterije, bit \u0107e primijenjen na odre\u0111eno pravilo koje ste postavili. Mo\u017eete kreirati mnoge SLA-ove i primijeniti ih na ulaznice s razli\u010ditim uvjetima kako biste zadovoljili svoje potrebe.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sada, kada se pribli\u017eava kr\u0161enje pravila, mo\u017eete stvoriti i automatizaciju tijeka rada kako biste informirali korisnike ako ili prije nego \u0161to do\u0111e do kr\u0161enja. Ako odaberete prika\u017ei onemogu\u0107ene automatizacije, postoji automatizacija koja je prema zadanim postavkama isklju\u010dena. Mo\u017eete omogu\u0107iti, urediti ili ponovno stvoriti ovaj automat. Pogledajmo automatizaciju. Ova automatizacija radi 75 minuta prije kr\u0161enja i \u0161alje ovaj predlo\u017eak e-po\u0161te koju mo\u017eete urediti prema svojim potrebama. Kada je ovo uklju\u010deno, agenti kojima je dodijeljena karta koja \u0107e upravo prekr\u0161iti ovo pravilo primit \u0107e obavijest e-po\u0161tom kako bi mogli odgovoriti na vrijeme prije nego \u0161to prekr\u0161e pravila. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Pogledajte na\u0161e \u010dlanke ili videozapise za detaljne informacije o izradi predlo\u017eaka e-po\u0161te, kao i automatizaciji tijeka rada. A ako imate bilo kakvih pitanja, obratite se putem chata u\u017eivo ili na <\/span><a href=\"mailto:support@onedesk.com\"><span style=\"font-weight: 400;\">support@onedesk.com<\/span><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Prijepis: Ugovori o razini usluge, ili SLA, omogu\u0107uju vam da primijenite pravila i ciljeve vremena odgovora i rje\u0161avanja na va\u0161e dolazne prijave. Ovdje mo\u017eete vidjeti da sam u prikazu kr\u0161enja razine usluge ovdje. Mo\u017eete vidjeti kr\u0161enja i tako\u0111er mo\u017eete vidjeti kako su te razli\u010dite karte grupirane prema SLA-ovima. Ovi nisu u SLA. Ovo dvoje jesu. [&hellip;]<\/p>\n","protected":false},"author":2,"comment_status":"closed","ping_status":"closed","template":"","meta":{"tpgb_global_settings":"","inline_featured_image":false,"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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