---
title: "Service Level Requirement List"
slug: "service-level-requirement-list"
updated: 2026-02-13T09:36:13Z
published: 2026-02-13T09:36:13Z
canonical: "help.symphonysummitai.com/service-level-requirement-list"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Level Requirement List

The configured Service Level Requirements are displayed on the List page for the Admin to manage the SLR ( Service Level Requirement). The list page provides the data about the each of the configured SLR using a column header.

You can perform following actions on the List page:

- [View List page](/apex/docs/service-level-requirement-list#view-slr-list)
- [Apply Filters](/apex/docs/service-level-requirement-list#apply-filters)
- [Audit History](/apex/docs/view-service-level-requirement#audit-history)
- [Service Timings](/apex/docs/view-service-level-requirement#service-timings)

## View SLR List

After you configure the SLR, the SLR is added to the List page. You will be able to view the configured SLR attributes such as ID, Created Date, Service Name, Status, Description and Service Group details in a list format. To view the configured SLR, perform the following steps:

1. Log in to the Application as an Admin.
2. Navigate to **SLA** > **Service Level** > **Service Level Requirement List**. Service Level Requirement List is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/slr list(1).png)

Figure: Service Level Requirement List

For more information, refer to the following Field Description:

| Field | Description |
| --- | --- |
| ID | Specify the SLR name, you must click on the ID to view the SLR configuration. |
| Created Date | Indicate the data of SLR creation along with Time. |
| Service Name | Displays the Service Name of the configured SLR. |
| Status | Displays the current status of the SLR enabling it easy for the user to identify the state of SLR from the List page. |
| Description | Displays the description that is configured in the SLR. |
| Service Workgroup | Displays the Service Workgroup name that is assigned on the particular SLR configuration. |
3. You can further view the list page in the following display:
  1. **Tabular View**: To view the list page in a table format select **Tabular View** option ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/tabular view(3).png) on the List page. By default this option is selected an appears as displayed in the previous figure.
  2. **Tile View**: Click **Tile View** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/tile view(1).png) on the list page to view the SLR configuration details in a card format. The following figure displays its view. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/slr list1.png)

Figure: SLR - Tile View

## Apply Filters

To find the required SLR configurations on the list page, you are enabled to Filter and Search the required SLR details on the List page. This makes it easy and convenient for the user to find the SLR and look for the required details within the list page quickly.

To apply Filters, perform the following steps:

1. Log in to the application as an Admin.
2. Navigate to **SLA** > **User** > **Service Level** > **Service Level Requirement List**.
3. Filters popup window is displayed. Select the required field details, select the **Department** and click **Submit**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Department(1).png)

Figure: Service Level Requirement List
4. Based on the selected fields, Requirement list Page is displayed.

> [!NOTE]
> Note
> 
> A List of configured SLRs are displayed for the selected **Tenant**.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/slr list(1).png) Figure: Service Level Requirement List
5. To make any further search changes to the list page, click Filters icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Filter icon(1).png) filter the required search result click **Submit**.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/filters1.png)

Figure: Filters

## Audit History

The **Audit History** section provides a transparent, chronological record of all changes made to a Service Level Requirement (SLR). It serves as a compliance and accountability tool, allowing stakeholders to see what was changed, when it was changed, by whom, and how the values were updated.

Upon configuring the Service Level Requirement, you can view the Audit History on the Action Panel of the configured Service Level Requirement.

To view Audit History, perform the following steps:

1. Log in to the application as an Admin.
2. Navigate to **SLA** > **User** > **Service Level** > **Service Level Requirement List**. Service Level Requirement list page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/List page.png)

Figure: Service Level Requirement List
3. Click **ID** hyperlink to view the configured Service Level Requirement.
4. Select **Audit History** by hovering on the Action Panel. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/ah(1).png)

Figure: Audit History
5. Audit History popup window is displayed with all the changes made by the user. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/audit history.png)

Figure: Audit History

For more information, refer to the following:

| Field | Description |
| --- | --- |
| Column Name | Indicate the name of the field within the SLR configuration that was changed. |
| Change Date | Indicate the date and time when the change was made. |
| Changed By | Indicate the username or ID of the person who made the change. |
| Old Value | Indicate the previous value of the field before the change occurred. |
| New Value | Indicate the updated or current value after the change. |

## Service Timings

The **Service Timings** tab is a critical configuration area that defines **when and how** SLA metrics such as **response time** and **resolution time** are measured. It allows organizations to align SLA tracking with real-world **working hours**, **holidays**, and **business contexts** like customer, department, or workgroup.

This tab ensures that SLA commitments are **realistic**, **context-sensitive**, and **measurable** only during the agreed service window. It prevents violations from being logged during **non-business hours** (example: weekends or holidays), making SLA tracking more accurate and fair.

### Details

The Details section of Service Timings has the fields that enable user to select the Workgroup, and set the priority of SLR with Response and Resolution Time.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Service Timings(1).png)Figure: Service Timings For more information, refer to the following Field Description:

| Field | Description |
| --- | --- |
| Matrix | Refers to the pre-defined SLA matrix (template) applied to this configuration. |
| Customer | Specifies the customer name to which SLA rules apply. |
| Location | Specifies geographical location to which SLA is applicable |
| Department | Specifies the **Tenant** under which the SLA Rule is configured. |
| Urgency | Select **Urgency** from the dropdown, this defines how the response and resolution SLAs are calculated. |
| Impact | Select **Impact** from the dropdown, this defines how the response and resolution SLAs are calculated. |
| Priority | Select **Priority** from the dropdown, this defines how the response and resolution SLAs are calculated. |
| SLA | Select **SLA** from the dropdown. Example: 24/7, 9/7 |
| Workgroup | Internal team responsible for fulfilling the SLA. |
| Overridable | Select **Overridable** to allows this specific rule to override default SLA mappings. |
| Active | Select **Active** to activate the Rule. |
| Workgroup | Select **Workgroup** accountable for SLA execution |
| Priority | Select **Priority** from the dropdown, by defining the priority level of the SLA. |
| Category | Select **Category** to which Service Timings apply. |
| Response SLA | Select **Response SLA** by setting the target value from the dropdown, this is calculated in minutes. |
| Resolution SLA | Select **Resolution SLA** by setting the target value from the dropdown, this is calculated in minutes. |
| Active | Once configured, entries appear in a **list view** with toggle options to **activate/deactivate** them without deletion for each entry. |

### Service Window

This section defines the **operating hours** during which the SLA clock should be running.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/sla serv win.png)

Figure: SLA Service Window

For more information, refer to the following Field Description:

| Field | Description |
| --- | --- |
| Enable SLA Service Window | Enable or disable the SLA Service Window by checking or unchecking **Enable SLA Service Window**. - If checked: Turns on service window logic. - If unchecked: Disables SLA calculation during off-hours if not checked. |
| SLA Window Name | Enter **SLA Window Name**, this is the custom name for the defined service window. |
| Time Zone | Select the relevant time zone for the SLA window |
| Holiday Calendar Location | Select **Holiday Calendar Location**, links to a pre-defined holiday calendar (per location) |
| Is 27/7 SLA | When checked, ignores the time range and treats the SLA as always active. |
| Default | Marks this SLA window as the default for other configurations |
| Day and Time selection | This allows users to define **working hours** per day of the week. \| Column \| Description \| \| --- \| --- \| \| Select \| Checkbox to enable SLA timing for a specific weekday. \| \| Weekday \| Days from Monday to Sunday. \| \| From Time \| Hour & Minute dropdown to set service start time. \| \| To Time \| Hour & Minute dropdown to set service end time. \| |
| Column | Description |
| Select | Checkbox to enable SLA timing for a specific weekday. |
| Weekday | Days from Monday to Sunday. |
| From Time | Hour & Minute dropdown to set service start time. |
| To Time | Hour & Minute dropdown to set service end time. |

On configuring the Details and Service Window, click **Submit** to save the configuration.