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Using Service Level Management (SLM)

A visual indicator shows whether the incident record is active, closed, or has breached the associated Service Level Agreement (SLA).

Before you can perform the following task, you must make sure your service level management has been enabled. For more information about enabling your service level management, see Enabling Service Level Management.

To verify incident records that have an associated Service Level Agreement

  1. Navigate to the Service Requests screen > Service Requests - HelpDesk view.
  2. In the Service Requests - HelpDesk list, click the SR # link.
  3. Click Verify.

    The Agent Committed field is automatically filled out with the date and time that the agent commits to resolving the incident or problem.

    NOTE:  If the incident is not resolved within the committed time, the Agent Escalation Time field is automatically set.

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