Human Resource Service Delivery (HRSD)
FIELD SERVICE MANAGEMENT (FSM)
Customer Service Management (CSM)
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Any number of SLA Masters can be used to document a service level agreement. This SLA document can be used as a starting point for implementing an SLA system within your organization's assigned tasks. A SLA Master record defines the deadlines, type, alerting, and other parameters needed to build and progress task SLAs.
Navigate to Administration > SLA Master Tables from the left menu.
Click on the 'New' button. The SLA Master form will be displayed. On the form, fill in the fields.
SLA Master Form Details
| Field | Description |
|---|---|
| SLA Name | Name used to reference the SLA master definition. |
| SLA Type | Pick one of the following as the SLA type: Response, or Resolution. |
| SLA Duration | Indicate how long the SLA lasts before being marked. Breached |
| Exclude Weekends and Holidays | Set "yes" to exclude weekends and holidays from the sla calculation. Otherwise set to "No". |
| Retroactive | Specify the SLA start time of SLA calculation. |
| Sent Notification after 25% of Time | To send the reminder for 25% of SLA set to "Yes". |
| Sent Notification after 50% of Time | To send the reminder for 50% of SLA set to "Yes". |
| Sent Notification after 75% of Time | To send the reminder for 75% of SLA set to "Yes". |
| TimeZone | When establishing task SLAs, specify the source time zone, By default its User login time zone |
For further details on the SLA Master table, please click the provided link: SLA Master Table.
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