Manage SLA Rules

Automatically apply SLAs to work orders that meet specific criteria. This helps you track and enforce SLA thresholds, such as maximum response and resolution times, ensuring compliance with service agreements.

Create an SLA rule

SLA rules add status update deadlines to applicable work orders. You can also configure notifications to appropriate audiences based on SLAs.

1. Go to Admin > SLAs and click New.

2. Enter a Name for the SLA.

3. Enter the maximum threshold in hours for Accept SLA, Response SLA, Fix SLA, Partial Fix, and Document SLA for each SLA type that applies (Standard, Seasonal, Holiday, or Warranty).

4. Click the plus sign in the Rule Builder.

5. Select a Criteria Value and a Saved Value for the criteria.

   For example, to apply an SLA to assets under warranty, select Asset Category Under Warranty for the Criteria Value and Yes for the Saved Value.

6. Repeat step #5 to add more criteria values and narrow down which work orders the SLA rule applies to.

7. Click Save.

Update SLA thresholds

Adjust SLA thresholds, including maximum acceptance and resolution times, to align with service agreements.

1. Go to Admin > SLAs.

2. Select the SLA rule whose SLAs you want to update.

3. Enter the maximum threshold in hours for Accept SLA, Response SLA, Fix SLA, Partial Fix, or Document SLA for each SLA type you want to update (Standard, Seasonal, Holiday, or Warranty).

4. Click Save.