Apply an SLA (Service Level Agreement)Apply an SLA (Service Level Agreement)Use the Apply SLA action in the Incidents (SP) application to apply an SLA (service level agreement) to an incident. An SLA typically is a written agreement between a service provider and its customers. The SLA describes one or more service commitments the service provider makes. Each commitment is associated with escalation actions or notifications.
When you use the Apply SLA action, the system uses matching criteria to select and apply one or more SLAs. Your system administrator determines whether you can apply one or more than one SLA to an incident. If you can apply more than one SLA, the system administrator determines how the SLAs update the target time fields. The target time fields update either based on the SLA with the highest ranking or based on the SLA with the most stringent commitments. See the Service Level Agreements (SP) help for more information about matching and applying SLAs to other records.
Note: The system also might apply an SLA via a workflow or escalation process, or via another SLA.
Display the record to which you want to apply an SLA. There must be a site defined on this record.
From the Select Action menu, select Apply SLA. After applying an SLA, the system displays a confirmation message indicating that an SLA has been applied. Depending on how your system administrator has configured the system, using the Apply SLA dialog box might apply one or more than one SLA to the record.
Note: If there are no applicable SLAs, the system displays a message to indicate that there are no SLAs to apply to this record. If you try to apply an SLA to a record that already has an applied SLA, the system displays a 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. It may calculate the Target Start, Target Finish, and Contact values for the record:
When you apply an SLA that includes a response commitment to an incident, the system enters a value in the Target Start date field based on that SLA.
When you apply an SLA that includes a resolution commitment to an incident, the system enters a value in the Target Finish date field based on that SLA.
When you apply an SLA that includes a contact commitment to an incident, the system enters a value in the Target Contact date field based on that SLA.
To view details about applied SLAs, use the View SLA action.
Note: The system applies the SLA to the record only, not to its activities. To apply an SLA to an activity, you must access the record in the Activities and Tasks (SP) application, then apply an SLA.