Apply an SLA

A Service Level Agreement (SLA) is a written agreement between a service provider and its customers. The SLA describes one or more commitments and the escalation actions or notifications associated with each commitment. A commitment is a target to which all parties have agreed, such as response time or resolution time, or asset reliability or availability.

When you use the Apply SLA action, the system finds and applies the SLA(s), if any, that match the selected record. Depending on how your system administrator has implemented the system, using the Apply SLA action might apply any number of SLAs to the record.

For more information about SLAs, refer to Service Level Agreement help.

To apply an SLA:

  1. Display the record to which you want to apply an SLA.

  2. From the Select Action menu, select Apply SLA. The system displays a confirmation message indicating that an SLA has been applied.

Note: If there are no applicable SLAs, the system displays a message to indicate that there are no SLAs to apply to this record. If you try to apply an SLA to a record that already has an SLA applied to it, the system displays a warning message asking if you want to override the existing SLA.

Note: When you apply an SLA to a work order, the SLA is only applied to the work order, not to its tasks. If you want to apply an SLA to a task, you must display the task as the current record and then select the Apply SLA action. The task's number is the identifier in the Work Order field in the Work Reference Information section of the task's details.

  1. After you apply an SLA, the system selects the SLA Applied? check box on the main tab. Depending on the type of record to which you applied the SLA, the system may calculate the Target Start, Target Finish, and Contact values for the record.

See Also

View SLAs

Select/Deselect an SLA