This article will show you how to create a SLA for a Request Category. The SLA is an internal metric for how long it should take staff to close a request. Setting an SLA can help staff prioritize requests and also allows you to track which requests are falling outside of that expectation. You can also assign a primary contact who should be notified if any requests within the category are past the specified SLA timeframe.
Who can use this feature?
Owner
Instructions
Select your Profile, then select Manage Organization:
Click Request Categories:
Next to your desired Request Category, select the Actions (three-dot menu) and click Edit:
Locate the Subscriptions and Benchmarks section and choose Days or Weeks from the drop-down menu under Service-Level Agreement (SLA):
Enter a unit of time for the SLA, which may be a whole number or entered in 0.1 increments:
Select a user from the Escalate To dropdown to be notified when the SLA is overdue:
(Optional) Click the box next to Show timestamp of SLA:
Note:
This will display the SLA time on the request.
Scroll down and click Update:
