SLA Actions help to automatically categorize a request and assign it to a group and a specific technician during escalation. Watch this short video and learn to configure the SLA actions for a request in ServiceDesk Plus. 

Here are more such videos to help you get the most out of ServiceDesk Plus. 

Brief explanation of the video:

Step 1: Click on Service Level Agreement under Organizational Details.

Step 2: Select an SLA and enter the fields of criteria. 

Step 3: Click on Actions and key in the escalation details for response and resolve time. 

Step 4: Save the details.