Before you complete incident fields, you should understand SLAs. This section describes SLAs, SLA instances, how to apply SLA instances, and how to credit incidents to them.
An SLA is a service level agreement. Both contacts and organizations can have SLAs, but contacts that are associated with an organization do not have individual SLAs. Instead, their incidents are credited to their organization’s SLA. Only contacts that do not have an organization association can have SLAs.
When you work on an incident for a customer who has an SLA, you can credit that incident to the SLA. If the customer does not have an SLA, you must apply an SLA instance before you can credit the incident.
To apply an SLA instance to a contact or organization:
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Click Add (if no SLAs have been applied to the customer) or Edit in the SLA field to open the SLA Viewer window. Any SLA instances that have already been applied to the customer are displayed under SLA Instances.
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If you select Open>Contact and the contact is associated with an organization, the SLA field contains “See organization for SLA Details.” Return to the incidents report on the content pane, right-click the incident, and select Open>Organization. |
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Select an active date by clicking a day on the current month’s calendar (or, to change the month, click the right or left arrow in the month heading).
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Once an SLA instance has been applied to the customer, you can credit incidents submitted by that customer against the SLA instance as long as the incident occurs within the active date period.
To credit an incident to an SLA instance:
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Click the drop-down menu on the SLA Instance field and select an SLA instance. The incident is credited to the SLA instance you select.
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