Create a New SLA

Create a new SLA in CSM Desktop Client or CSM Browser Client.

1. In CSM Desktop Client or CSM Browser Client, click File>New>New SLA.

   

2. Complete the fields on the Overview form.
3. Define SLA Target Times.
4. Define the Priority Matrix Elements.
5. (Optional) Click the Preview link under the Actions menu to propose hypothetical ticket situations to see what SLA deadlines would look like with the current SLA applied. Keep in mind that this tool does not account for differences in working hours, and so best reflects situations where the customer and the technician share the same working hours.
6. Click Save.