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.
Note
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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