--- title: "Define SLA Value" slug: "define-value" tags: ["SLA"] updated: 2024-05-24T13:52:04Z published: 2024-05-24T13:52:04Z canonical: "help.symphonysummitai.com/define-value" --- > ## 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. # Add SLA Values For the configured SLA Type and Rule a Value is defined, and based on the configured Criteria appropriate values are selected. The Criteria values are captured from the selected transaction table that is configured on the SLA Rule. To configure SLA Value, perform the following steps: - [Configure General](/summit-platform/docs/define-value#configure-general) - [Select Criteria](/summit-platform/docs/define-value#select-criteria) - [Add Value](/summit-platform/docs/define-value#add-value) ## Configure General The General stepper is displayed when a New SLA Value is created. By selecting appropriate Domain, Sub Domain, and Tenant the Application Designer should select the required SLA Type and SLA Rule. Upon performing these actions a New SLA Value can be created and the General stepper is displayed. To configure General details, perform the following steps: 1. Log in as Application Designer. App Portal is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/app portal(2).png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) Figure: App Portal 2. Select Application Group and then select an Application. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/app group and app.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) Figure: Applications 3. Click gear icon and select **Design Studio**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/des studio.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) Figure: Design Studio 4. Select **Module** from the dropdown list. The list provides configured Modules within the Application. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/module(1).png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) Figure: Module 5. Navigate to **Designers** > **SLA Designer** > **SLA Value**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1715590239822.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) Figure: SLA Designer 6. Select **Domain** and **Sub Domain** by expanding the dropdown icon. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/dom and sub domin.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) Figure: SLA Value 7. Select **Tenant** from the Tenant tabs. SLA Type and SLA Rule dropdowns are displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1715590388457.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) Figure: SLA Value > [!NOTE] > Note > > Based on the selected SLA Type all the SLA Rules are displayed and based on selected SLA Rule, the SLA Value list is loaded along with an option to Add a new SLA Value. 8. Select **SLA Type** and **SLA Rule** from the dropdown list. SLA Value list is loaded. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1715590482638.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) Figure: SLA Value list 9. Click **New.** SLA Value configuration screen is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1715590527031.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) Figure: Add SLA Value 10. All the fields in the **General** section are pre-populated based on the previous selection. The following table provides details about the Fields. | Field | Description | | --- | --- | | Domain | Specify the name of the Domain. The value is pre populated from the selection on the list page. | | Sub Domain | Specify the name of the Sub Domain. The value is pre populated from the selection on the list. page. | | Tenant | Specify the name of the Tenant(s). This is multi-select dropdown list, one or more Tenant(s) can be selected. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1715593372927.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) | | SLA Type | Specify the selected SLA Type on the list page. However, the value can be changed form the dropdown list. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1715593426099.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) | | SLA Rule | Specify the selected SLA Rule on the list page. The value can be changed from the dropdown list. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/SLA%20Rule%20selection.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) | | Active | By default, Active switch is enabled. When the control is turned on it indicates that the SLA Value is ready to use in the Application. | ## Select Criteria The SLA Criteria Field is defined in the SLA Rule, according to the defined columns from the transaction table the Criteria Field and its values are displayed. To select Criteria, perform the following: 1. Expand **Criteria** section. The configured Field for criteria is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1715593491789.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) Figure: Add SLA Value > [!NOTE] > Note > > In above screenshot, you are able to see **Priority** Field in the **Criteria** because, **Priority Based SLA** is selected as **SLA Rule**. This Rule is configured with the Priority as a Criteria from the **Manage Incidents** Table. > > **SLA Criteria from SLA Rule** > > In the following figure, the selected SLA Rule configuration is displayed. Here, under the SLA Criteria stepper, from the Table **Manage Incidents**, **Priority** is chosen as Criteria. > > ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1715593555952.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) > > Figure: SLA Rule Criteria Configuration 2. Select value(s) from the Field dropdown. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1715593913161.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) Figure: Add SLA Value > [!NOTE] > Notes > > - Multiple values can be considered as Criteria using multi-select option. > - All the values that are displayed here are from the selected Tenant(s)'s SLA Type and Rule. ## Add Value Actions that an Application Designer can perform on SLA Value are as follows: - [Add SLA Value](/summit-platform/docs/define-value#add-sla-value) - [Override SLA](/summit-platform/docs/define-value#override-sla) - [Is Deadline Editable](/summit-platform/docs/define-value#is-deadline-editable) ### Add SLA Value For the selected SLA Criteria, SLA Value is defined. Value is defined in terms of Days, Hours and Minutes. To add SLA Value for the Criteria, perform the following steps: 1. Expand the Value. SLA Value fields are displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1715594008851.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) Figure: Add SLA Value 2. Select **SLA Value** by clicking on Time icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/schedule%20icon.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D). A pop-up time window to select the Days, Hours and Minutes is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1715594086071.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) Figure: Add SLA Value 3. Upon adding the values, click outside the popup window. The added values are displayed on the field. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1715594163606.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) Figure: Add SLA Value ### Override SLA Override will replace Breached SLA value with a new SLA Value. Lets consider a ticket for which an SLA has Breached: - If the Override is ON and the requestor changes the Criteria value on the ticket then Breached SLA re-starts as new SLA Value. By default, this control is enabled. **Enabled Override SLA** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1715594226305.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) - If the Override is OFF and the requestor changes the Criteria value on the ticket then the Breached SLA remains Breached, that's unchanged. **Disabled Override SLA** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1715594332749.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) The following graphic represents the functionality as a use-case. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/override sla.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) ### Is Deadline Editable The option **Is Deadline Editable** allows the defined personas to edit the Deadline on the SLA Widget in the ticket. By default, this switch control is OFF. To configure the edit deadline option, perform the following steps: 1. Enable **Is Deadline Editable.** More options such as to set the frequency of edit and to configure user eligibility to edit are displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1715594387629.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) Figure: Add SLA Value 2. Select user-persona from the Column search list. The list is populated with columns from the transaction table that contains all the possible personas required. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1715594520072.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) Figure: Add SLA Value > [!NOTE] > Notes > > - The transaction table that is displayed here is the value selected on the General step while defining Rule Characteristics. > - If (.) Dot Walking mechanism is used then the persona defined at the leaf node should have Analyst access to edit the SLA. > > ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/leaf%20node%20access.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) 3. Enabling **Is Deadline Editable** will also provide an option to **Edit Deadline one time** by turning ON the control switch. 4. Click **Submit**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/submit%20result.png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D) Figure: Success Message Upon configuring Value, **Change history** can be viewed and and configured SLA can be managed. | [![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Action%20items(6).png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D)](https://help.symphonysummitai.com/summit-platform/docs/sla-value-change-history) | [![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/general%20config(5).png?sv=2026-02-06&spr=https&st=2026-11-04T10%3A16%3A15Z&se=2026-11-04T11%3A16%3A15Z&sr=c&sp=r&sig=dvr%2FU7H73u9Y7LPPVOC18s%2ByTjG49TMKhdLIcvEI6eg%3D)](https://help.symphonysummitai.com/summit-platform/docs/manage-sla-designer) | | --- | --- | | [View Change History](https://help.symphonysummitai.com/summit-platform/docs/sla-value-change-history) | [Manage SLA](https://help.symphonysummitai.com/summit-platform/docs/manage-sla-designer) |