Apply an SLA

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To apply an SLA means to associate an SLA with a record in order to facilitate tracking of compliance with service level agreements.

When you use the Apply SLA action, the system finds and applies one or more SLAs, if any, that match the selected record. The applied SLAs are not displayed to the user. If you want to view and select SLAs to apply to the ticket, use the Select/Deselect SLAs action.

Note: Before you can apply an SLA, a site must be specified in the Site field on the record.

To apply an SLA:

  1. Display the record to which you want to apply an SLA.
  2. Select the Apply SLA action.

    If SLAs exist that match this record, a confirmation message indicates that an SLA has been applied. If there are no applicable SLAs, the message indicates that there are no SLAs to apply to this record.

    If you try to apply an SLA to a record that already has an SLA applied to it, the system displays a warning message asking if you want to override the existing SLA.

After you apply an SLA, the system selects the SLA Applied? check box on the main tab of the record. The system might also enter values in one or more date fields based on commitments defined in the SLA:

  • When you apply an SLA that includes a response commitment for the record, the system enters a value in the Target Start field based on that SLA.
  • When you apply an SLA that includes a resolution commitment for the record, the system enters a value in the Target Finish field based on that SLA.
  • When you apply an SLA that includes a contact commitment for the record, the system enters a value in the Target Contact field based on that SLA.  
Note: The system applies the SLA to the record only, not to its activities. To apply an SLA to an activity, see the Apply Actions to Activities topic.