Select or Deselect an SLA

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Select one or more SLAs to apply to a ticket record, or to remove an SLA from a record. Adding or removing an SLA on a record causes the system to recalculate any target contact, start, and finish dates and to activate or deactivate any escalations associated with the added or removed SLA.

To select an SLA for a record:

Note: Before you can apply an SLA, a site must be specified in the Site field on the record.
  1. Display the record for which you want to select an SLA.
  2. Select the Select/Deselect SLA action. The system displays the Select/Deselect SLA dialog box. This dialog box lists any SLA(s) already applied to the record.
  3. Click New Row . The Row Details display.
  4. In the SLA field, enter a value or click the Detail menu icon. Select one of the following choices:
    • Choose Select Value.
      1. In the Select SLA dialog box, filter the list of available SLAs. You can select Show Filtered SLAs to display only SLAs that are applicable (based on the calendar and SQL clause for the SLA) to the current record. Or select Show All SLAs to display all active SLAs in the database that could be applicable to the current record. The system ignores the calendar and SQL clause for the SLA.
      2. Select the SLA you want to apply to the record.
    • Choose Go To Service Level Agreements. The system opens the Service Level Agreements application so you can view information about an SLA before adding it to a record.
      1. Search for and select the appropriate SLA.
      2. From the Navigation Links, click Return With Value.
  5. Click OK. The system applies the SLA and fills the Target Start and Target Finish date fields. The SLA Applied? check box is also selected.
  6. Click the Save icon.
    Note: Depending on how your system administrator has configured the system, you may or may not be able to apply multiple SLAs to a record.
     

To remove an SLA on a record:

  1. Display the record for which you want to remove an SLA.
  2. Select the Select/Deselect SLA action. The system displays the Select/Deselect SLA dialog box, which lists the SLAs applied to the current record.
  3. Click the Mark Row for Delete icon for each SLA you want to remove from the record.
  4. Click OK to remove the SLAs from the record.
Note: Deselecting an SLA removes its association with the current record. It does not delete the SLA record from the database.