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SLA Policy

Instructions

Settings > SLA Policies

Please note! Before you get started with SLA Policies, you need to create Priorities (Settings > Priorities).

  1. To create a new policy, click Add in the upper right corner
  2. Give your policy a unique code
  3. Give your policy a name
  4. And, if necessary, describe your policy
  5. Associate a work order status response (status assigned when a response is made to the work order)
  6. Link a work order status resolved (status assigned when the work order is solved)
  7. Enter the desired times per priority (can be per minute, hour or day)
  8. Indicate whether business hours or calendar hours should be used