To view an SLA target for a support provision type

The procedure to view an SLA target for a support provision type is as follows:

Navigate to Quick Menu > Support > Configuration > Support Types. The Support Type Configuration window is displayed.
Expand a classification heading and select a support provision type from the alphabetical list, or enter its name into the Search Case Types field. By default the list is filtered to show Current support types. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All combinations 1.
Click on SLA. The SLA tab is activated, revealing all target completion schedules assigned to the support provision type in the SLA summary table 1 2. Certain fields are worthy of special note and are captured in the table below 3.
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 support provision type 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 support provision type.
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 support provision type.
Effective To	The date on which each SLA target completion schedule expires for the support provision type.

See related topics...

Support provision type maintenance overview

To add an SLA target to a support provision type

To create a new support provision type