Create a Service Level AgreementCreate a Service Level AgreementYou use the Service Level Agreements (SP) application to create new service level agreements (SLAs). Typically, you create an SLA that is applicable to tickets or work orders, but you can make an SLA applicable to any object.
In the Service
Level Agreements (SP) application, click New SLA 
on the
toolbar. A value is entered in the SLA field with a prefix of "S."
It is a best practice to use the value that is entered.
In the SLA Description field, enter a description.
To enter or view additional information, click Long Description
.
In the Applies To field, specify the object
to which the SLA applies. Typically, you select a type of ticket or work
order.
If you are modifying the SLA, see the topic About Modifying an SLA
for more information about this field.
In the Type field, enter or select the type of SLA. See the topic About Service Level Agreement Types for more information about SLA types.
Optional: Select the Enable SLA Hold check box to specify that tickets associated with this SLA can be placed in an SLA Hold status. You can only select this check box if the value in the Applies To fields is Ticket and no escalations exist for the SLA. Not all installations have the SLA Hold functionality. If your installation does not have SLA Hold functionality, this check box is not displayed.
In the mandatory Ranking field, enter a ranking value used to select an SLA from among SLAs that match a record. See the topic About Ranking SLAs for more information about this field.
In the Details section, enter information about the administrator and vendor.
In the Dates section, enter appropriate date values. The start and end dates define the period when this SLA is effective. For example, if a work order is reported in February, an SLA with a start date in April and end date in June of the same year is not selected.
In the Applies To Ticket section, if this SLA is applicable to ticket records, enter an organization and site to which you want the SLA to be applicable.
In the Applies To Calendar section, optionally enter the calendar information to match on the ticket or work order. For more information about calendars, see the topic About SLA Calendars.
In the Calculation Calendar section, optionally enter the calendar information that will update target dates on the ticket or work order. For more information about calendars, see the topic About SLA Calendars.
In the Commitments section, enter commitments for this SLA. For more information about commitments, see the topic About Commitment Types.
In the Commitments table window, click New Row. The Row Details open.
If the Commitment field is empty, type a value.
Enter a description
in the Description field. To enter
additional information, click Long Description
.
In the Type
field, enter a type or click Select Value 
to choose a commitment
type. You must enter a type before you can enter information in the remaining
fields.
In the Value field, type in the number that together with the unit of measure sets the time or quantity you want to measure.
In the Unit
of Measure field, enter a value or click Select Value to choose a unit of measure for the value.
Add information on other tabs:
Specify related SLAs on the Related SLAs tab.
Add matching conditions on the Conditions tab.
Add eligible locations and assets on the Locations and Assets tabs.
Specify KPIs (key performance indicators) on the KPIs tab.
Add escalations, actions, and notifications on the Escalations tab.
Click Save SLA
to save the SLA. The SLA remains in DRAFT status until
you change the status.
Use the SQL Expression Builder