Define SLA Target Times

Define SLA Target Times based on priority level and record type.

To define SLA target times:

1. Create a new SLA or use the Search Manager to open an existing one.
2. If needed, edit any SLA fields.
3. Select the SLA Target Time tab.
4. Select New SLA Target Time or select an existing SLA Target Time (example: Priority 1 Incident).
   The SLA Target Time form opens to the right of the grid.
5. Select Step 1: Priority, and then choose the priority level and record type (example P1, Incident).
6. (Optional) Select Step 2: Hours, and then select the business hours to use.
   1. (Optional) Select the Yes, use as default check box to use as the default target time.
7. (Optional) Select Step 3: Response, and then provide the target number of days, hours, or minutes to respond to the Incident/Service Request.
   The response time must be shorter than the maximum time limits of the Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) linked to the SLA. If the response time is too short, a warning icon appears.
   1. Select the option to set response deadline to be constrained to specific business hours.
      If you selected Yes, select the business hours to use.
   2. Provide the number of days, hours, or minutes for the warning before the response deadline.
      The warning time must be shorter than the response time. If it is not, a warning icon appears.
8. Select Step 4: Resolution, and then provide the target number of days, hours, or minutes to resolve the Incident/Service Request.
   The resolution time must be shorter than the maximum time limits of the Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) linked to the SLA. If the resolution time is too short, a warning icon appears.
   1. Select the option to set response deadline to be constrained to specific business hours.
      If you selected Yes, select the business hours to use.
   2. Provide the number of days, hours, or minutes for the warning before the response deadline.
      The warning time must be shorter than the response time. If it is not, a warning icon appears.
9. Select Review to review the target time fields.
10. Select Save.
    The new target time appears in the SLA Target Times Tab.