Set SLA Options

You use the SLA Options dialog box in the Organizations (SP) application to set service level agreement options. For more information about SLAs, see the Service Level Agreements (SP) help.

To set SLA options:

1. In the Organizations application, select the organization for which you want to set SLA options.

2. From the Select Action menu, select SLA Options. The SLA Options window opens.

3. Optional: Select the Allow SLA Hold to be Applied on SLAs check box. If you select this check box, you can specify, for an SLA, that Tickets associated with that SLA can be placed in an SLA Hold status. When Tickets are in an SLA Hold status, the ticket will not be escalated, and the time the ticket is in the SLA Hold status will added to the Target Date/Time. Tickets are placed in an SLA Hold status when the service desk analyst is waiting for a response from the individual who submitted the ticket. Not all installations have the SLA Hold functionality. If your installation does not have SLA Hold functionality, this check box is not editable.

4. In the SLA Options window, select the row with the site to which you want the settings to apply.

5. Next to the Allow One SLA field, select one of the following options:

• Select the Allow Application of One SLA? option if you want the system to apply one matching SLA to a record. The system applies the matching SLA with the highest ranking value to the record. An SLA with a lower number in the Ranking field takes precedence over an SLA with a higher number in the Ranking field.

• Select the Allow Application of Multiple SLAs? option if you want the system to apply all matching SLAs to a record.

5. If you selected the Allow Application of Multiple SLAs? option in Step 4, next to the Apply Multiple SLAs field, select one of the following options:

6. Select the Apply Multiple SLAs Based on Ranking? option if you want the SLA with the lowest ranking to update target dates on the record.

7. Select the Apply Multiple SLAs Based on Commitment Stringency? option if you want the SLA with the most stringent commitment times to update target dates on the record.

6. Click OK to save your changes and close the window.