Creating an SLA entry requires the SLA management user role for the tenant.
To create an SLA entry:
In the main menu, go to Settings → Tenants.
The tenant list opens. The list contains only the tenants to which you have at least the Readaccess right.
Click the name of the required tenant.
The tenant's properties window opens.
Click the Settings tab, and then click Incident management.
Select the SLA tab, and then click the Create button.
In the Create SLA pane that opens, configure the following settings:
SLA name—The display name of the entry.
Priority—The incident priority to which to apply the entry.
Workflow—The incident workflow to which to apply the entry.
You can only assign a single entry to a combination of Workflow and Priority. You cannot select the incident workflow that are used in other SLAs with the same priority.
Time to triage—The time limit to accept the incident, in days, hours and minutes. The incident is considered accepted when its status changes from one status to another.
To define this transition, select the From status and the To status values.
Time to respond—The time limit for initial response to the incident, in days, hours and minutes.
Select stop condition:
If you want the incident to be considered responded after the response action is applied, select On first response action. After that, select one or multiple values in the From status field.
If you want the incident to be considered responded after its status changes to another one, select When status changes to. After that, select one or multiple values in the From status and the To status fields.
Time to resolve—The time limit to resolve the incident, in days, hours and minutes. The incident is considered resolved when its status changes from one status to another.
To define this transition, select the From status and the To status values.