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Quick Start
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Work Place
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- How to schedule tickets
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- How to use the Optimizer from the Timeline
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- How to manage parts
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- How to use the Interaction buttons
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Admin Panel
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- What is the Process menu?
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- How to create & edit projects
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- How to create & edit SLA Profiles
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FMA
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- Fieldcode App (FMA)
- How to download the Fieldcode App
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- How to log work times
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FMA 1
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Customer Portal
How to create & edit SLA Profiles
The SLA Profiles menu allows you to define business hours (operating hours), business days, and bank holidays in bulk. SLA stands for Service Level Agreement and specifies the service commitments that must be met and observed. The SLA Profile is used when the end user wants to book an appointment via the Customer Portal, and the system only suggests available dates that were specified in the SLA Profile.
- Click on the plus button.
- Decide if your new or existing SLA Profile should be set to active in the system.
- Select if your SLA Profile should use the 1 business hour rule or the 10 business hour rule.
- (Optional) Add a description for your SLA Profile.
- Define your business hours.
Different use cases are described in the below section: How to define business hours - Decide if your new or existing SLA profile should consider public holidays of the ticket’s location.
If enabled, the system won’t schedule bookings on public holidays. - Click Save.

How to define business hours
Your goal when defining business hours is to cover all open company business hours. Below you can find some examples of how business hours could be defined:
- Set the time from 08:00 to 17:00.
- Click on Save.
- Set the time from 08:00 to 12:00 for Monday to Friday.
- Remove the checkbox for Thursday and Friday.
- Click on Add business hours.
- Set the time from 08:00 to 17:00.
- Turn on checkboxes for Thursday and Friday.
- Click on Save.
If your business has different operating hours for other days, the above is the proper way to configure this, covering all eventualities.
- Set the time from 06:00 to 15:00 for Monday to Friday:
- Click on Add business hours.
- Set the time from 18:00 to 19:00.
- Turn on the checkbox for Saturday.
- Click on Save.
- Click on Add business hours.
- Enable the 24 business hours switch.
- Click on Save.
- Select only Monday in the first row.
- Set the time from 00:00 to 00:00.
- Select only Tuesday in the second row.
- Set the time from 00:00 to 00:00.
- Click on Save.
For what are SLA profiles currently used for?
- For smart calculations inside the Ticket Clipboard.
- For smart calculations inside the Scheduling Assistant.
- For smart calculations inside the Optimizer.
- Planned: For smart calculations of conditions.
- Planned: For smart calculations of indications.
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