Add Conditions to SLAsAdd Conditions to SLAsYou add conditions to service level agreements (SLAs) in the Service Level Agreements (SP) application. Conditions include a classification, priority, services or service groups, and other conditions that you define. When you add conditions to an SLA, you make the SLA applicable only to tickets and work orders with the same conditions. If you do not specify conditions on the SLA, it might be applied to records with any conditions.
Note: Other matching criteria apply. See the topic About Applying Service Level Agreements for more information about matching SLAs to tickets and work orders.
You add conditions to SLAs that are not in an active status.
In the Service Level Agreements (SP) application, display the SLA to which you want to add conditions.
Click the Conditions tab.
To specify a
classification, in the Classification
field, enter a value or click Detail Menu 
to select an
option and retrieve a classification. See the topic About Classification
Matches for more information on classifications.
To specify an
internal priority, in the Internal Priority
field, click Select Value 
to enter a comparison selector.
In the next field, enter a numerical value.
To specify a service group or service, in the Included Services table, click New Row. Select a service group or a service. Add more rows as needed.
To specify a structured condition that compares values in fields, in the Conditions table, click Add First Row and specify the conditions. For more information about specifying conditions, see the topic Add Structured Conditions to an SLA.
To specify free-form conditions with the SQL Expression builder, take the following steps:
In the Additional SLA Criteria table, click Maximize Additional SLA Criteria Section .
Click SQL Expression
Builder 
to open the SQL Expression Builder dialog box.
Build your SQL expression. For help using this dialog box, see the topic Use the SQL Expression Builder.
Click OK to save the expression. The expression displays in the Condition field.
Click Save SLA
.
About Conditions
Add Structured Conditions to an SLA