Page History

To create an account SLA:

1. In the Accounts Config window, on the SLAs tab, click New.
   The Editor window appears.

2. Specify values in the fields as described in the following table.

   Field	Description
   Account Classification	Select the account classification for which you want the SLA to be applicable.
   Ticket Priority	Select the ticket priority for which you want the SLA to be applicable.
   Time Duration (Hours)	Enter the  SLA duration (in hours). Info icon false By default, this field displays the SLA duration (in hours) that is defined for the selected ticket priority. The SLA duration for ticket priorties is defined on the Settings tab of the Tickets Config window (in the Priorities section).
   Include Saturday	If you want Saturdays to be included in the SLA, select this checkbox. Otherwise, clear the checkbox. Info icon false By default, the checkbox displays the status (enabled or disabled) that is defined for the selected ticket priority. This status for ticket priorities is defined on the Settings tab of the Tickets Config window (in the Priorities section).
   Include Sunday	If you want Sundays to be included in the SLA, select this checkbox. Otherwise, clear the checkbox. Info icon false By default, the checkbox displays the status (enabled or disabled) that is defined for the selected ticket priority. This status for ticket priorities is defined on the Settings tab of the Tickets Config window (in the Priorities section).

   
   

3. Click Save.
   The SLA is created, and it appears on the SLAs tab.