Applying service level agreements to records

You can apply a service level agreement (SLA) to a record to define the agreement and formal commitments between a service provider and a customer. The agreement documents the service to be provided or received, the agreed upon service levels for the service, and the means of measuring or quantifying the level of service.

About this task

When you apply an service level agreement to work orders, the SLA is applied only to the work order, not to its tasks. If you want 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 service level agreements to tickets and work orders.

1. Open an application and display the record that you want to update.
2. Select the Apply SLA action.
3. Click OK.

Results

The SLA Applied check box on the main tab of the selected application is selected. The target start, target finish, and contact values are calculated for the selected record.