clientst0r service desk in depth: SLAs, workflow rules and automation
For service desk leads and administrators who configure clientst0r's native service desk: how SLA targets are set and overridden, how pause statuses move deadlines (and what changed in v3.17.563), the SLA forecast, workflow rules (triggers, conditions, actions, else-actions, SLA thresholds, automatic assignment) and how to read a rule's health, plus intake and recurring work: email-to-ticket, the service catalog, merges, recurring tickets, approval chains and timesheet approval.
- Level
- Intermediate
- Length
- About 50 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 2 Oct 2026
- clientst0r · open source
- clientst0r · open source
Skills you'll practise
- Explain how resolution deadlines are calculated, overridden and moved by pause statuses
- Configure ticket statuses correctly with the is_terminal and pauses_sla flags
- Read and build workflow rules with triggers, conditions, actions and else-actions, scoped MSP-wide or to one client
- Use SLA-threshold rules, the SLA forecast and dynamic assignment to act before tickets breach
- Run intake and recurring work: email-to-ticket, service catalog, merges, recurring tickets and approval chains
Course outline
- 1.clientst0r SLAs and workflow rulesVideo · 2 min
- 2.How SLA deadlines are set, paused and recordedLesson · 17 min
- 3.Workflow rulesLesson · 17 min
- 4.Intake, recurring work and approvalsLesson · 16 min
- 5.clientst0r service desk in depth: SLAs, workflow rules and automation: knowledge checkKnowledge check · 16 questions
- 6.The SLA report that used to say zeroScenario
- 7.Final exam9 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- clientst0r README: positioning, security summary, updating and backups, limitations
- clientst0r FEATURES.md: vault, native PSA (SLA engine, workflow rules, contracts, quotes, invoices, approvals), integrations, data import
- clientst0r CHANGELOG.md: release history (vault access rules v3.17.163, approvals and break-glass v3.17.241/247, SLA pause and breach recording v3.17.563, billing fixes v3.17.561 to v3.17.581, multi-organization API v3.17.496)
- clientst0r psa/INTEGRATION_MAP.md: native PSA versus PSA integrations, feature flags, vault rule
- MSP Zero: clientst0r tool page
See it with your own jobs and topics
Tell us about your team and we'll walk you through setup, from choosing jobs to your first skills check.