You can define SLAs, which will set the rules for attending to the service requests generated from particular requesters/departments/workstations. To add a new SLA, click Add New SLA link on the right hand side corner of the SLA List table.

Add New SLA


The SLA form has three blocks of information, namely SLA Details, SLA Rules, and Escalations. First one is the SLA details that has the SLA name and description.

SLA Name uniquely identifies the SLA.

You can provide a brief description explaining the SLA in the Description field.

The second block SLA Rules is where you can define the rules and set matching criteria based on which the incoming service requests can said to be governed by the SLA and hence the due by time of the request calculated based on the SLA terms.

You can choose to match all the criteria set or match any of them by choosing the corresponding radio button.

From the Criteria combo box select the specific criteria, and click Choose button to select the specific values. Now click Add to Rules. The rule that you just defined is added in the table below the Rules Set.

Now enter the resolution time in terms of days, hours, and minutes.

In the third block, escalation, you can set up to 4 levels of escalations. To enable the levels of escalation, click Enable Level<number> escalation. Now, click Choose button to choose the technicians to whom the SLA violation escalation needs to be made. Enter the time after which the escalation needs to be made. This time is the time after the SLA violation has occurred.

Click the Save button to save the SLA and return to the list view.
Click the Save and add new button to save the SLA and add another SLA.