Select/Deselect an SLA

Depending on your security authorization, you may be able to select a service level agreement to apply to a work order or ticket, and deselect, or remove, a service level agreement from a work order or ticket.

When you apply an SLA that includes a Response commitment to a ticket or work order, the system enters a value in the Target Start date field based on that SLA.

When you apply an SLA that includes a Resolution commitment to a ticket or work order, the system enters a value in the Target Finish date field based on that SLA.

When you apply an SLA that includes a Contact commitment to a ticket, the system enters a value in the Target Contact date field based on that SLA.  

To select an SLA:

  1. Display the record for which you want to select an SLA.

  2. From the Select Action menu, select Select/Deselect SLA. The Select/Deselect SLA dialog box displays.

  3. To enter an SLA, click New Row. The Row Details open.

  4. In the SLA field, enter a value or click Detail Menu and choose Select Value to open the Select SLA dialog box.

  5. In the Select SLA dialog box,  choose one of the following options to filter the list of SLAs:

  6. Show Filtered SLAs: (the default) displays service level agreements applicable to the current record type that match the criteria defined on that record. Criteria defined on the record might include such values as service and service group, classification, or internal priority.

  7. Show All SLAs: displays all service level agreements related to the current record type. For example, if you are working on a work order, choosing this option will display all SLAs related to work orders, with no regard for the additional criteria that is defined on the work order.

  1. Click Refresh. The system displays the appropriate SLAs in the SLA table window.

  2. Select the SLA you want. The system returns the value to the Select/Deselect SLAs dialog box.

To return to the Select/Deselect dialog box without selecting an SLA, click Cancel.

  1. To apply the SLA, click OK.

To not apply any SLAs, click Cancel to close the dialog box and return to the record.

Note: Depending on how your system administrator has configured the system, you may be able to apply any number of SLAs to a record.

To deselect an SLA:

  1. Display the record from which you want to remove an SLA.

  2. From the Select Action menu, select Select/Deselect SLA. The Select/Deselect SLA dialog box displays. The SLA(s) that are applied to the current record are listed.

  3. Click Mark Row for Delete next to each SLA you want to remove from the record. To cancel a deletion, click Undo Delete .

  4. To remove the SLA(s) from the record, click OK.

 To keep the SLAs on the record, click Cancel.

Note: Deselecting an SLA removes its association with the current record. It does not delete the SLA record from the database.

See Also

View SLAs

Apply an SLA