myb-p-sla-configurationlisted
Configure and operate the SLA mechanism for the Cases module in MyBusiness CRM — terminology, case states, working hours / Israeli holidays / special dates, SLA targets, triggers that populate SLA fields, per-status SLA tracking table with a Case-card widget, scheduled escalation triggers, and the three standard SLA reports. Use whenever a customer wants deadlines for case handling, SLA in days/hours, per-status SLA progress on the case card, escalation alerts before/after breach, SLA reports, or troubleshooting SLA fields that don't update. Triggers: SLA, הגדרות SLA, זמן תקן לטיפול, זמן שנותר לטיפול, זמן מענה, יעדי טיפול, חלון שירות, שעות פעילות SLA, ימי עסקים, חגי ישראל בחישוב SLA, escalation על SLA, חריגת SLA, התראה לפני חריגה, התראה למנהל על חריגה, overdue case, deadline פניה, business hours, case SLA, case states פתוח סגור, SLASettings, BusinessHours, CaseStates, CaseSLAProcess, טבלת מעקב SLA בכרטיס פניה, דוח SLA, דוח חריגות, scheduled trigger, סקדול טריגר.
AviMYB/mybusiness-plugins · ★ 2 · Data & Documents · score 63
Install: claude install-skill AviMYB/mybusiness-plugins
# SLA Configuration / הגדרת והפעלת מנגנון SLA
The SLA setup in MyBusiness CRM has seven moving parts that must all be configured for the mechanism to actually work end-to-end. Missing any one of them produces a system that *looks* configured but doesn't enforce anything.
1. **Terminology** (`_Dictionary`) — Hebrew labels for SLA fields so the customer's UI is readable.
2. **Case States** (`CaseStates` + `CaseStatuses.StateId`) — groups statuses into *open / closed / paused*. The SLA clock only runs while a case sits in an "open" state.
3. **Business Hours** (`BusinessHours`) — the working-week window plus Israeli holidays and special dates. Only minutes inside this window count.
4. **SLA Targets** (`SLASettings`) — the target itself, in hours or days, scoped to case type / type+sub-type / type+sub-type+status.
5. **Triggers that populate SLA fields on Cases** — `SLADeadline`, `ResponseTime`, `ResolutionTime` are **not** auto-populated by a built-in engine in most environments. Triggers are required.
6. **Per-status tracking table + Case-card widget** (`CaseSLAProcess` + triggers + UI widget) — gives the agent a row-per-status history of the SLA clock right on the case card.
7. **Escalation** (scheduled triggers + reports) — proactive notifications before/after breach + reports that surface breached cases.
## Important — what the platform does and doesn't do
The `SLASettings` and `BusinessHours` tables, plus the configuration pages under הגדרות מערכת → הגדרות פניות, are **