SR SLA Setup

Create and maintain SR SLA records.

The SLA Setup defines the SLA for Resolution and Escalation based on the following fields – SR Type, SR Category and SR Sub Category.

To create a new SLA record:

  1. Go to SR -> Configuration -> SR SLA Setup.
  2. Click on Create.
  3. The user can fill up the configured fields, the minimum of which are listed below. Click ‘Save’.

  • SR Type
  • SR Category
  • SR Sub Category
  • Status
  • SLA Required
  • SLA for Resolution
  • SR Resolution Unit

  1. A new record is created for the SR SLA Setup.
  2. For a list of the SLA Setup fields, please refer this section.

To update an existing Non-working Day:

  1. Go to SR -> Configuration -> SR SLA Setup.
  2. Click on the hyperlinked field on an existing record to open the corresponding detail page.
  3. Click on Update. The page will be opened in the Update mode.
  4. Make the required changes and click on ‘Save’.

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