Service level agreement conditionsService level agreement conditionsYou add conditions to service level agreements (SLAs) to define when the service level agreement is applicable to a ticket or work order. An SLA is applied to a ticket or work order if the conditions defined on the SLA match the conditions defined on the ticket or work order.
The SLA is applied to a ticket or work order if all the following conditions are met:
The ticket or work order matches the classification and internal priority that you specify in the SLA Criteria section of the Conditions tab.
The ticket or work order refers to one of the services or service groups that you specify in the Included Services section of the Conditions tab.
The ticket or work order meets all the conditions that you specify in the Conditions section of the Conditions tab.
The ticket or work order refers to locations, assets, and configuration items (CIs) that are listed on the Locations, Assets, and Configurations Items tabs. Enter conditions on only one of the Locations, Assets, or Configuration Items tabs. Otherwise, an SLA match is difficult to achieve because the system attempts to match values that are listed on all three tabs. If you enter values on all three tabs, an SLA is applied to a ticket or work order only if one of the listed locations, and one of the listed assets, and one of the listed CIs are referred to on the work order or ticket.