How to configure change SLA in ServiceDesk Plus.
Service Level Agreements define the time within which a Change Request needs to be resolved. SLAs are applied automatically during '
Add/Update' of Change Requests based on the criteria defined. Change SLA will be executed based on the '
Scheduled Start' and 'Scheduled End' time of the Change Request.
Here's a short video showing how to configure a change SLA in ServiceDesk Plus.
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Brief explanation on the video:
Step 1: Go to Problem/Change management >> Change SLA
Step 2: Click on New and enter the details
Step 3: Enter the criteria and the escalation times
Step 4: Go to Changes >> New change and enter the scheduled start time
Step 5: The scheduled end time is calculated based on the data given in the Change SLA