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The SLA component in NetSupport ServiceDesk enables you to create any number of SLAs that can be used to track performance against formal SLAs that have been agreed between the customer and your company as the service provider.

SLA rules can be defined for Incidents, Problems and Change Requests, and can be used to confirm that agreed timescales are being met. You can filter SLA rules for specific items, for example, you may want the SLA rules to apply to Incidents that the Support department raises but not Incidents that the Marketing department raise.

Once you have created your SLA rule and applied a filter and a condition, any Incidents, Problems or Changes Requests that meet the rule conditions will have an SLA section added to the item showing the target date and the time remaining on the item.

To access the SLA section, you need to log into the ServiceDesk system as a user with Administrator permissions and go to the Admin | Workflow | SLA page.

Below are instructions on how to create two example SLA rules that will show you how they can be used in your ServiceDesk system.

Example 1
For this example, the SLA rule is called: First Response 2 Hours

New SLA rule
Enter a Name for this Rule: First Response 2 Hours
Run this rule only once per item: Ticked
Enable this Rule: Ticked
This rule applies to: Incidents (ticked)

Filter
Enter a Name for this filter: Check for New Status
Select a Type of filter: Status
When the Status of the Incident is: New

Condition
Enter a Name for this condition: 2 Hours in New Status
Select a Type of condition: Time in Status
When the Incident has been in its current status for more than: 2 Hours

When enabled, this SLA rule will be deemed to have been marked as a success provided the Incident is taken out of the New status within 2 hours of it being created.

Example 2
For the next example, the SLA rule is called: Due Date

New SLA rule
Enter a Name for this Rule: Due Date
Run this rule only once per item: Ticked
Enable this Rule: Ticked
This rule applies to: Incidents (ticked)

Filter
Enter a Name for this filter: Check Contacts Company
Select a Type of filter: Contacts Company
Tickets for the Company: (Company Name)

Condition
Enter a Name for this condition: Check Due Date
Select a Type of condition: Due Date
When the Due Date has passed: Ticked

When enabled, this SLA rule will be deemed to have been marked as a success provided the Incident is put into a completed status before the date and time of the Due Date.

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