What is SLA Service Window?
The SLA Service Window defines the Service timings. Based on the defined SLA Service Window, the Response and Resolution SLAs are calculated for Incidents. You can configure and modify SLA Service Windows for a Tenant.
Admins can set the SLA Service Window.
To configure SLA Service Window, see Configuring SLA Service Windows
You can perform the following actions in SLA Service Window.
Configure SLA service window in Global tenant.
View the SLA service window configurations in Global Tenant.
Configure SLA service window in Local tenant.
View the SLA service window configurations in Local Tenant.
Delink the SLA service window configurations in Local Tenant.
Configure SLA service window in Global Tenant
To configure SLA service window for Incident Module in Global Tenant, perform the following steps:
Navigate to Incident > Configuration > SLA Configurations > SLA Service window.
Figure: SLA Service Window
On the SLA Service Window page, select the Global Tenant which is indicate by a globe icon. Click Add New from the Actions Panel to configure the new SLA service window.
On the details page, Holiday Calendar Location is not editable as it is a Tenant level configuration which is not editable under Global Tenant.
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Figure: Add SLA Service window details
Admin will be able to edit all the other fields, click SUBMIT to save the configuration.
View the SLA service window configurations in Global Tenant
Steps to view the SLA service window configurations in Global Tenant:
Navigate to Incident > Configurations > SLA Configurations > SLA Service Window.
On the SLA Service Window page, select the Global Tenant, the list of Global configurations will be displayed.