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 SLA Master Tables from the left menu.
- Click
New button. The SLA Master form is displayed. - On the Form, fill in the fields
SLA Master Form Details
| Fields | 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 | Set "No" to start the SLA from Incident Modified time and set to "Yes" to start the SLA from start time of Incident. |
| 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 |
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