Editing Service Agreements

Steps

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

1

Go to Administration > SLAs > Agreements.

2

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

editingserviceagreements.png
3

Click edit next to the Agreement in the Client List that appears.

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4

(Optional) Before making any other changes on the Edit Service Level Agreement screen, use the View/Maintain Distribution List link to add or change member settings on this SLA’s Email Distribution List:
• Setting Description
• Response Reminder 1st Response term halfway over
• Response Final 1st Response term exceeded (Out of Compliance)
• Resolve Reminder Resolution term halfway over
• Resolve Final Resolution term exceeded (Out of Compliance)

SLA-based Notifications are automatically sent to an issue’s Assignee and Next Action.

5

Make your changes in the Edit Service Level Agreement screen.

6

Click Update.

The message Service Level Agreement successfully updated will display when the update is complete.


Applies To:

Issuetrak 9.9+