Apply an SLA (Service Level Agreement)Apply an SLA (Service Level Agreement)Use the Apply SLA action in the Work Order Tracking (SP) application to apply an SLA (service level agreement) to a work order. 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, matching criteria is used to select and apply one or more SLAs. Your system administrator determines whether you can apply one or more than one SLA to a work order.
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: An SLA can also be applied using a workflow or escalation process, or using 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. Depending on how your system administrator has configured the system, using the Apply SLA action might apply one or more than one SLA to the record.
After you apply an SLA, the SLA Applied? check box on the main tab of the record becomes checked. the target date fields on the record are calculated as follows:
If the SLA includes a response commitment to a work order, the value in the Target Start date field is updated.
If the SLA includes a resolution commitment to a work order, the value in the Target Finish date field is updated.
Click Save Record
. The SLA Applied
check box is selected on the main tab of the record. To view more information
about the applied SLA, use the View SLA
action.