To add an SLA target to a generic case classification

The procedure to add an SLA target to a generic case classification is as follows:

1. Navigate to Quick Menu > Generic Case > Configuration > Generic Case Types. The Generic Case Type Configuration window is displayed.
2. Expand a category heading and select a generic case classification from the alphabetical list, or type its name into the Search Case Types field. By default the list is filtered to show Current case classifications. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All combinations 1.
3. Click on SLA. The SLA tab is activated.
4. Click on New SLA. The Select SLA Definition window is displayed.
5. Using the Companies drop-down field, multi-select all companies for which this SLA is relevant, or choose the All option, as required 1 2.
6. Using the SLA definition drop-down field, select the target completion schedule appropriate to this generic case classification.
7. Where manual override of the calculated target completion date is permitted, activate the Revision allowed tick box provided.
8. Where the synchronisation of target completion dates between a case and all associated tasks is not mandatory following a manual override, activate the Task revision can breach Case SLA tick box provided.
9. Choose an Effective from date for this generic case classification SLA i.e. the date on which it came into effect 3.
10. Choose an Effective to date if the generic case classification SLA is to be reviewed on a specific date or to capture a change of circumstances; a blank field means the SLA will never expire.
11. Click on Confirm. The new service level agreement for the generic case classification is displayed in the SLA summary table.
12. Repeat steps 4 through 11 to add a further SLA to the same generic case classification 4.
13. Click on Save.

Tip

1 Where only a small number of parameter values are not required, activate the All tick box first and then deselect individual items from the full list, as required; the All tick box will be automatically removed once an item is deselected.

Note

1 The Search Case Types field will match against any element of the classification description.

2 Only those companies assigned to the generic case classification will be available for selection.

3 The Effective from date defaults to the current system date and cannot be left blank.

4 Only one SLA rule can be effective for a single company at any one time; where overlapping Effective from and Effective to dates are detected, the user will be asked to amend the values accordingly.

See related topics...

Generic case classification maintenance overview

To create a new generic case classification