To automate SLA Actions based on criteria within the ticket, you'll want to first set up your SLA Definitions
Title - name of SLA Definition
Rank - Considered when more than one SLA Definition matches the criteria set in the SLA Implementation. Rank of 1 is highest.
Response Due - Used to calculate Response Due on the Ticket. If the new ticket matches the criteria on an SLA Implementation, then the Response Due on the ticket will be set to Response Due (from SLA Definition) + Created Time of Ticket. Response Due is in Days: Hours: Minutes format.
Response Due Indication - Use this to determine what constitutes a response to the ticket.
Response Due Action - Sets which action to take when the response is due. See for more information on setting up an SLA Action.
Overdue Time – Used to calculate when the ticket becomes overdue. Overdue Time is in
Days: Hours: Minutes format.
Overdue Action - Sets which action to take when the ticket becomes overdue. See for more information on setting up an SLA Action.
Escalation Time - If a ticket is both overdue and not completed, the Escalation Time is used to determine when to send an escalation alert. This field is used to calculate Escalation Time in the Ticket. If SLA Implementation item matches to the currently submitted ticket, the Escalation Time in the Ticket will be set to Resolved In + Escalation Time + Created Time.
Escalation Action - Sets which action to take when the ticket reaches the time at which it needs to be escalated. See for more information on setting up an SLA Action