Service and SLA assignment for incoming email

For a new email ticket, Qisutu automatically applies service and SLA data when the identified customer has exactly one active, valid customer service assignment. Explicit postmaster actions setting a service or SLA take precedence.

Configure automatic assignment

  1. Create or check the service under Administration → Services.

  2. Create an active SLA for that service. Check its calendar, update mode, first-response, update and solution times.

  3. Open Customer Services, select the customer and actively assign the service with this SLA.

  4. For an unambiguous test, the customer must have exactly one valid service assignment. Merely marking an SLA as the default does not replace this customer assignment.

  5. Send a new email without an old ticket reference from a contact associated with the customer to an active Qisutu mailbox.

  6. Check the new ticket’s service, SLA name, assignment source, calendar, mode and escalation times.

Qisutu stores a snapshot of the customer-specific SLA values on the ticket. Deadlines are calculated from those values and the calendar. Service, SLA and customer-service tables now accommodate long labels and narrow windows; scroll tables horizontally where necessary.

Multiple services and existing tickets

With multiple matching services, Qisutu does not make an arbitrary selection. Use an explicit service selection on the ticket or a matching postmaster rule. A customer-specific SLA is not automatically created when no valid customer assignment exists either.

An ordinary email reply retains the existing ticket’s service/SLA snapshot. It does not assign a new SLA solely because customer master data changed. Explicit postmaster actions and deliberate ticket changes are separate cases.

Example

A test customer has only the ERP service with an ERP SLA. A new email should inherit that assignment. Add file storage with a second valid SLA to the same customer and send another new email. Qisutu must now avoid arbitrarily choosing one service. Reply to the first ticket: its saved assignment must remain unchanged without an explicit change rule.