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Table of contents

  1. Change SLA
    1. Add Change SLA
    2. Edit Change SLA
    3. Delete Change SLA
  2. Best Practices and General Cautions

Change SLA

Change SLA can be configured much the same way as Tickets SLA.

Add Change SLA

To add SLA for change, go to:

Customize > Change Management > Change SLA

Press Add SLA and proceed through the next screen. Set your Change SLA settings and save.

change-management-changesla

You can configure your Change SLA as shown below.

change-management-changesla

Edit Change SLA

To edit a Change SLA, go to:

Customize > Change Management > Change SLA

Press the edit button from the list and proceed.

change-management-changesla

Delete Change SLA

To delete a Change SLA, go to:

Customize > Change Management > Change SLA

Press the delete button from the list and proceed.

change-management-changesla

Best Practices and General Cautions

SLAs which are applied to a change request cannot be deleted. It is therefore advised that such a task is run with the mail server turned off.

To turn off the mail server, go to:

Customize > Mail Server Settings > Automatic Mail Fetching > Stop Fetching Button.

Test your SLA on an old ticket or manually create a change to test your settings.

general-settings-sla

Sometimes administrators overlook enabling the SLA-based email Escalations options at the top of the SLA customize page. This will prevent the system from sending the SLA violation escalation reminders / alerts to the person for whom such escalations are configured.

Go to Customize > General Settings > Service Level Agreements > Then Press Enable / Disable Button.

change-management-changesla

Go over the System Settings before making SLAs to optionally set default priority or tier levels applied to incoming tickets.

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