Editing Service Terms

Steps

Only users with Sys Admin or Can access and maintain Administration functions permissions can add, edit or delete Service Terms within your system.

1

Go to Administration > SLAs > Service Levels

2

Click terms next to the Service Level that contains the terms you are modifying.

3

If you need to change the response, resolution and/or coverage times:

4

Click edit next to the current terms in the Terms List.

5

Make your changes in the Edit Service Level Terms screen that opens.

6

Click Update Terms.

The message Terms were successfully edited will display and the revised terms will appear in the Terms List at the top when the save is complete.

If you need to change specific dates (e.g. holidays) that are excluded from Coverage times:

1

Click exempt days next to the current terms in the Terms List.

2

Make your changes in the Terms Off Dates popup window that opens.

3

Click Update.

The message Exempt Dates successfully updated will display and the Terms Off Dates popup window will close when the update is complete.


Applies To:

Issuetrak 9.9+