Service Requests SLA Enhancement  

• Configure how an SLA is applied to a Service Request by accessing Setup > General Settings > Advanced Portal Settings. The available options are:

• Use condition based SLAs - Applies SLA by matching criteria against request fields.

• Use SLA selected by user - Allows user to select the SLA.

• Use both user selected and condition based SLAs - Allows user to select the SLA and also override it with condition based SLA, if required.

• Send custom notifications to users along with the SLA escalation mail notification.

• Most of the request fields can now be updated through escalation actions.

• Notify the technician and requester regarding the SLA change of a request.

• Precisely track the SLA overdue by configuring the SLA escalation time in minutes.

• Associate multiple SLAs to a service template and choose an SLA while adding or editing the request.

UI Changes  

• The UIs of SLA list view and details view are revamped for better user experience.

• Criteria field is now introduced for service SLAs if Use condition based SLAs or use both user selected and condition based SLAs are enabled in Advanced Portal Settings.

• Added support for more requests and its additional fields in SLA criteria.

Behavior Changes  

• Use condition based SLAs mode will be enabled by default for the existing users.

• Service templates associated with SLAs will be moved to Service SLA criteria.

• Service SLAs not associated to any template will be disabled.