Human Resource Service Delivery (HRSD)
FIELD SERVICE MANAGEMENT (FSM)
Customer Service Management (CSM)
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In order to create an SLA Incident Configuration Record which defines the SLA’s Task, associate the record based on Priority, subcategory, and category.
- Navigate to Administration > SLA Configurations Table
- Click New. The SLA Incident Configurations form is displayed.
- On the form, fill in the fields.
SLA Configuration
Based on the Combination of the Priority, Category, Sub Category and Module a specific SLA Task is created for the given SLA Name.
| Field | Description |
|---|---|
| SLA Name | Define the name of the SLA from the lookup field |
| Priority | Select the Priority |
| Module | Specify the name of Module |
| Category | Select the Category |
| Sub Category | Select the Sub Category. |
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