SLA Implementation

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SLA Implementation

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With one or more SLA Definitions in place, create SLA Implementations that will kick off when a new ticket meets the criteria.

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Title - name of Implementation

SLA Definition - select the SLA Definition to apply to this implementation

Category - Define which Category on the new ticket will use this Implementation (None = all Categories)

Issue Type - Define which Issue Type on the new ticket will use this Implementation. (None = all Issue Types)

Priority - Define which Priority on the new ticket will use this Implementation

Requester - Use this to apply the SLA Definition for a particular Requester

Enable - Use this check box to temporarily turn off the SLA. This allows you to put the SLA "on hold" rather than deleting it out of the system