Adding Service Agreements

Steps

An Email Distribution List can be added to an Agreement (from the Edit screen) only after it is saved.               

  1. Go to Administration > SLAs > Agreements > List All > Add.
  2. Select the Client Type and name.

  1. Select the Service Level for this Agreement.
  2. Select the Default Severity for this client’s issues. (This value will only be used when the issue submitter cannot or does not specifically select one).
  3. Use the calendar search to define the Start Date and End Date of the Agreement.

An SLA is automatically applied only to new issues submitted after it is saved but can be retroactively applied to existing issues from Start Date by updating their Severity (or other value).

  1. Click Save.

A confirmation message will appear when this process is complete.