Select or Deselect an SLASelect or Deselect an SLAAn SLA (Service Level Agreement) is a written agreement between a service provider and its customers. The SLA describes one or more commitments and the escalation actions or notifications associated with each commitment.
Use the Select/Deselect SLAs dialog box to select an SLA for or 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 activate or deactivate any escalations associated with the added or removed SLA.
Note: Before you can apply an SLA, the record must have a site defined.
Display the record for which you want to select an SLA.
From the Select Action menu, select Select/Deselect SLA. The system displays the Select/Deselect SLA dialog box. This dialog box lists any SLA(s) already applied to the record.
Click New Row . The Row Details display.
In the SLA field, enter a value or click Detail Menu 
. Select one of the following
choices:
Choose Select Value. The system displays the Select SLA dialog box.
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).
Select the SLA you want to apply to the record.
Choose Go To Service Level Agreements. The system opens the Service Level Agreements (SP) application so you can view information about an SLA before adding it to a record.
Search for and select the appropriate SLA.
From the Navigation Links, click Return With Value. The system copies the SLA to the SLA field in the dialog box.
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.
Click Save Problem
.
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.
Display the record for which you want to deselect (remove) an SLA.
From the Select Action menu, select Select/Deselect SLA. The system displays the Select/Deselect SLA dialog box, which lists the SLA(s) applied to the current record.
Click Mark
Row for Delete 
for each SLA you want to remove from
the record.
Click OK to remove the SLA(s) from the current record.
Note: Deselecting an SLA removes its association with the current record. It does not delete the SLA record from the database.