To control how service level agreements are used, you can change the status of a service level agreement to draft, active, or inactive.
To change the status of a service level agreement, you use the Change Status action. You can change the status to one of the following three options:
- Draft - When you create a service level agreement, the status is set to draft. You can leave the service level agreement in draft status until it is ready for approval or use. Once you set a draft service level agreement to active or inactive, you cannot reset it to draft. When a service level agreement is in draft status, the associated escalation is set to inactive.
- Active - You set a service level agreement to active when you are ready for the service level agreement to be used. Other users can only apply active service level agreements to a record. When a service level agreement is active, the associated escalation also is set to active.
- Inactive - You set a service level agreement to inactive if you do not want users to be able to apply the service level agreement to a record.