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Incidents
Step 3 You edit the incident and send a response to the customer. Your system may be configured in either of the following ways to automatically change the status, or it may be configured so that no status change occurs.
• The incident’s status changes to Solved.
Important Regardless of how your system is configured, the status of an incident automati-
cally changes to Solved when the customer selects the “I no longer need an
answer to this question” check box on the Update My Questions page or
through the link in the email response. You will receive an incident notification.
• The incident’s status changes to Waiting.
The Waiting status signifies that you have sent a response and are waiting for the customer to let you know if this answers the question. If your system has this configuration
and the customer does not respond within forty-eight hours (the default time), the system automatically changes the status to Solved and sends an email to the customer.
Understanding SLAs
Another field you may work with is the SLA Instance field. This section describes SLAs, SLA
instances, how to apply SLA instances, and how to credit incidents to them.
An SLA is a service level agreement. SLAs allow your organization to assign and track customer service, such as the number of questions a customer can submit through different
channels and the duration of support.
Both contacts and organizations can have SLAs, but contacts that are associated with an organization do not have individual SLAs. Instead, their incidents are credited to their organization’s SLA. Only contacts that do not have an organization association can have SLAs.
Your RightNow administrator creates an SLA, which is a generic service contract that has not
been applied to any specific customer. An SLA instance is a copy of the generic SLA applied
to a specific customer; SLA instances can be applied manually by staff members whose profiles grant them permission to work with SLAs or automatically through business rules in
RightNow Service. (If you have read-only permissions for contacts, organizations, and incidents, you will see View in the SLA Instance field instead of Add or Edit.)
When you work on an incident for a customer who has an SLA, you can credit that incident
to the SLA. If the customer does not have an SLA, you must apply an SLA instance before
you can credit the incident. The following procedure describes how to apply an SLA instance
when you are working on an incident.
Chapter 2