Templates / SLA & timers / support-ticket-sla

Support Ticket SLA

Handles a support ticket against a response-time SLA. A DMN table sets the priority and the queue from the customer's plan and the reported impact, a knowledge-base search answers what it can, and a first-line agent takes the rest. If the ticket is still open after four hours an interrupting timer moves it to second line.

dmntimer boundaryslacustomer support
Open in editor Download .bpmn
casen template use support-ticket-sla
self-service agent Set priorityand queue Searchknowledgebase Sendself-serviceanswer Resolveticket Resolve atsecond line Close ticket Ticket created Known fix? Resolved by self-service SLA breached (4h) Ticket closed

Scenarios · 2

  • An enterprise outage goes to the VIP queue and is resolved prioritise → known-fix → resolve-l1 → close-ticket → ticket-closed
  • A how-to question is answered from the knowledge base search-kb → send-article → resolved-self-service

Job types · 3

  • email-send Send self-service answer
  • helpdesk-ticket-close Close ticket
  • kb-search Search knowledge base

Files · 3

Every scenario passes on @bpmnkit/engine's runScenario in the package's tests. casen template use support-ticket-sla [dir] writes the files above into your project — see the templates guide for running the scenarios and deploying.

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