SR SLA Setup Fields

Field Name Description
SR Type Type of the SR. This field is a stand-alone field.
SR CategoryCategory of the SR. This field has a nested relationship with Sub Category.
SR Sub Category Sub Category of the SR. Sub category lookup values are populated based on the SR Category selected.
SLA RequiredValues ‘Yes’ or ‘No’.Default to ‘Yes’ in the Create SLA screen (this can be changed by the user). If the value is selected as No, the fields for Resolution and Escalation should be hidden.
SLA for SR ResolutionSR Resolution duration.Add validations to check for numeric values, non-decimals.
SR Resolution UnitPick List Option: 1.Days (default)
2.Hours
3.Minutes
For example, users could set ‘SLA for SR Resolution’ with the value ‘1’ and ‘SR Resolution Unit’ as ‘Days’. This means, the SLA will be ‘1 Day’.
SLA for Pre  Escalation·
This field is for defining when the case will be pre escalated and set as at Risk.
‘SLA at Risk’ flag will be set to Yes, once the Pre-escalation time-period is crossed.
The Due Date is first calculated and the SLA for preescalation will be subtracted from it.
If the Pre-escalation fields are left blank, there will be no preescalation email sent.
Pre Escalation Unit Pick List Option:
1.Days (default)
2.Hours
3.Minutes
SLA for First Escalation This field is for defining when the case will be escalated to the 1st level.
First Escalation Unit Pick List Option:
1.Days (default)
2.Hours
3.Minutes
SLA for Second EscalationThis field is for defining when the case will be escalated to 2nd level.
Second Escalation UnitPick List Option:
1.Days (default)
2.Hours
3.Minutes
SLA for Third EscalationThis field is for defining when the case will be escalated to 3rd level.
Third Escalation Unit Pick List Option:
1.Days (default)
2.Hours
3.Minutes
Status Status of the selected SLA setup record.Values ‘Active’ or ‘Inactive’.If set as Inactive, that particular record will not be considered while the system checks for SLA setup.

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