SLA Rule

SLA rules dictate the timelines for various stages in the ITSM process. Setting deadlines for each stage of the ITSM process and working to fulfill them to ensure customer satisfaction aids in time management.

Prerequisites 

Before configuring the SLA Rule, must configure SLA Type.

SLA Rule Configuration Steps

Let’s get started on your new SLA Rule! 

• General: Add a name & description that defines the purpose of the SLA Rule. 
• SLA Criteria: Configure the criteria for which the SLA.
• Conditions: Set the conditions for the SLA to function.
• Publish: Take a quick look of the configured SLA Rule and publish. 

Following are the steps for configuring SLA Rule in sequence from left to right.

Define Rule	SLA Criteria	Rule Conditions	Publish SLA

Upon configuring SLA Rule, any changes made on the Rule can be viewed on Change History and manage configured SLA Rule. Following are the references: 

Change History	Manage SLA