To view an SLA target for a support provision task definition

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

1. Navigate to Quick Menu > Support > Configuration > Support Case Task Definition. The Support Task Definition Configuration window is displayed.
2. Select a support provision task definition from the alphabetical list, or type its name into the Search Task Definitions field. By default the list is filtered to show Current task definitions. 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 support provision task definition 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 Task Definitions field will match against any element of the support provision task 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.

See related topics...

Support provision task maintenance overview

To add an SLA target to a support provision task definition

To create a new SLA target definition for a support provision classification

To create a new support provision task definition