Applying service level agreements to records

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You apply a service level agreement (SLA) to a record to define the agreement and formal commitments between a service provider and a customer. You can apply service level agreements to tickets and work orders.

About this task

When you apply a service level agreement to a work order, the SLA is applied only to the work order, not to its tasks. To apply a service level agreement to a task, you must display the task as the current record and then apply the SLA.

You can apply SLAs only to records that contain a site value.

Procedure

  1. Open an application and display the record that you want to update.
  2. From the More Actions menu, select Apply SLA.
  3. Click OK.
    The SLA Applied checkbox on the main tab of the application is selected.