To view an SLA target for a generic case classification

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The procedure to view an SLA target for 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, revealing all target completion schedules assigned to the generic case classification in the SLA summary table 1 2. Certain fields are worthy of special note and are captured in the table below 3.
  4. 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 Case Types field will match against any element of the classification 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 generic case classification.

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 generic case classification.

Effective To

The date on which each SLA target completion schedule expires for the generic case classification.


See related topics...

Generic case classification maintenance overview

To add an SLA target to a generic case classification

To create a new generic case classification