---
title: "SLA Matrix by CI"
slug: "sla-matrix-by-ci"
updated: 2026-01-05T10:31:54Z
published: 2026-01-05T10:31:54Z
canonical: "help.symphonysummitai.com/sla-matrix-by-ci"
---

> ## 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.

# SLA Matrix by CI

You can configure SLA Matrix by Configuration Item (CI) for Incidents under a Department. This Matrix is applied to the Incidents when configured CIs are linked to the Incidents under the **RELATIONSHIP** tab (see: Viewing/Updating Incident Details). If more than one CI is linked to an Incident, the SLA Matrix having least Resolution SLA time is selected. You can also configure the SLA Matrix by CI from the CI ID page under the **ADDITIONAL INFORMATION** tab

To configure SLA Matrix by CI, perform the following steps:

1. Navigate to **Incident** > **Configuration** > **SLA Configurations** > **SLA Matrix By CI.**
2. Select **Tenant**.
3. Click **Add New** on the Actions panel. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/add new1(1).png) Figure: SLA Matrix By CI
4. Click **ADD** to search CIs. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/add(10).png)Figure: SLA Matrix by CI Details
5. Enter value in any of the filter criteria and click **SEARCH**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/ci(1).png) Figure: Configuration Items
6. Select the required CI and click **LINK**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/lnik.png) Figure: Configuration Items
7. Type in the other required details. For information about fields on the **SLA MATRIX BY CI** page, see [Field Description](/apex/docs/sla-matrix-by-ci#field-description).
8. Click **SUBMIT.** The new SLA Matrix by CI is configured.

#### Field Description

The following table describes the fields on the **SLA MATRIX BY CI** page:

| **Field** | **Description** |
| --- | --- |
| **DETAILS** |
| Configuration Items | Displays the list of CIs for the which the SLA Matrix is configured. - **CI ID:** Displays the CI ID of the CI. - **Device/ Host Name:** Displays the device or host name of the CI. - **Serial No:** Displays the Serial No. of the CI. - **Make:** Displays the Make of the CI. - **Model No.:** Displays the Model No. of the CI. Click **ADD** to add the CIs. The CONFIGURATION ITEM page is displayed. Specify a filter criteria and click **SEARCH**. Click the **Select** check box corresponding to a CI to select it. Click **LINK** to add the CI. |
| Priority | Select the Priority for the SLA Matrix. |
| SLA | Select the SLA for the SLA Matrix. |
| Overridable | Select if the SLA Matrix should be allowed to be overwritten. |
| Active | Indicates the status of the SLA Matrix by CI - If selected, the SLA Matrix by CI value becomes an available option on the other pages of the application. - If not selected, the SLA Matrix becomes a inactive value. The inactive SLA Matrix by CI values are not displayed on the other configuration pages of the application or in the **SLA Matrix by CI** list. |

### ACTIONS

This section explains all the icons displayed on the **ACTIONS** panel of the **SLA MATRIX BY CI** page:

#### **SHOW LIST**

Click **SHOW LIST** to display the **LIST** table showing all the configured SLA Matrix By CIs for the selected Department.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/SLA_List_CI.png)Figure: SLA MATRIX BY CI page: List of SLA Matrix by CI

- To edit an SLA Matrix by CI, click the **Device/ Host Name**. Make appropriate changes and click **SUBMIT**.
- To display the inactive SLA Matrix by CI, click the **Include Inactive** check box.

> [!NOTE]
> Note
> 
> When the SLA Matrix By CI configurations are displayed under the **LIST** table, the button **ADD NEW** and **IMPORT** are displayed on the **ACTIONS** panel**.**
> 
> - Click **ADD NEW** to configure a new SLA Matrix By CI.
> - Click **IMPORT** to update or create multiple SLA Matrix By CI configurations, importing the Master Excel template. Upon clicking **IMPORT**, you will be redirected to the **EXCEL MASTERS IMPORT** page, where you can download the excel template and fill the required data to update in the **SLA MATRIX BY CI** page.