To view an SLA target for a CRM subject

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The procedure to view an SLA target for a CRM subject is as follows:

  1. Navigate to Quick Menu > CRM > Configuration > Subject. The CRM Subject Configuration window is displayed.
  2. Expand a type heading from the alphabetical list and select an associated CRM subject, or enter its name into the Search CRM Subject field. By default the list is filtered to show Current subjects. 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, revealing all target completion schedules assigned to the CRM subject in the SLA summary table 1 2. Certain fields are worthy of special note and are captured in the table below 3.
  4. Highlight the row matching the specific SLA target completion schedule to be analysed.
  5. Click on View SLA Definition. The System Case SLA Definitions window is displayed, revealing the framework of the service level agreement in operation, including the amber warning alerts and assigned escalation rules.
  6. Click on Close.


Tip

1 By default, all SLA target completion schedules are displayed chronologically, by their effective date (most recent at the top); to aid analysis, rows can be reordered by clicking on any of the available headings.

Note

1 The Search CRM Subject field will match against any element of the CRM subject description.

2 Only one SLA rule can be effective for a single company at any one time.

3 Use the summary table Menu option to hide or reveal additional columns of information.


Field

Description

Companies

A list of all companies operating within each SLA target completion schedule.

SLA Definition

The name of each SLA target completion schedule linked to the CRM subject.

SLA Period

The combined period and unit multiplier for each SLA target completion schedule e.g. 2 weeks, 5 days, etc.

Effective From

The date on which each SLA target completion schedule came into effect for the CRM subject.

Effective To

The date on which each SLA target completion schedule expires for the CRM subject.


See related topics...

CRM subject maintenance overview

To add an SLA target to a CRM subject

To create a new CRM subject