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Connections for Default Services
Setting Up Connections with Default Services The application provides default connections with many services, such as Zoho, Google, Hubspot, Trello, etc. To set up connections for default services: Go to Setup > Developer Space > Connections. Click ...
Business Rules Use Cases
Business Rules Pointers Incident and Service Request business rules are customer-specific and site-specific. Change business rules are neither customer-specific nor site-specific. However, you can apply change business rules for specific customers ...
Service Level Agreements (SLA) Use Cases
Service Level Agreements (SLA) Incident Incident SLAs are customer-specific, not site-specific. However, you can set SLAs for specific sites under Conditions. Use case: Define an SLA for specific impact and urgency Scenario: Restrict Zylker's users ...
Convert Requests to Incident or Service Requests
Technicians can convert incident requests to service requests in the following cases: An Incorrect request template was used while logging the request. The incident's resolution involves providing a service. The converted service request will contain ...
Life Cycles Use Cases
Life Cycles Pointers Life Cycles can be applied to All Customers or a specific customer. Life Cycles are not site-specific. However, you can apply life cycles for specific sites under Conditions. If a template is associated with a life cycle, the ...