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Tag: service level agreement

SLA Calculations using Dovetail Carrier

August 9, 2016 I was recently working on a project that wanted to track SLAs, but the specific SLA rules were more complex than could be handled just using business rules.  But, the logic would be pretty straightforward to enforce via code. So we came up with a solution that used a combination of business rules and a custom Dovetail Carrier extension.  In this post, I’ll walk through how we accomplished this. There’s a lot of information here, so grab a cup of coffee (or perhaps a glass of scotch), settle in, and lets get to it. Photo by @ederpozo   SLAs Over the past 20+ years of working in the Support/CRM space, I’ve worked with a number of organizations that want to enforce SLAs (service level agreements) in their Support app. Example SLAs All cases must be responded to within 2 business…