Apply an SLA Using an Incident Rule

You can apply an SLA based on the conditions of an incident.

Before you start

You must already have SLAs to apply them. See Create an SLA.

In this example, your organization has just released a new product that is causing customers some confusion. When customers submit a question to your support team through the Ask a Question page regarding that product, you want to automatically assign them an SLA that lets them submit a certain number of additional incidents regarding that product for a specified time period.

Note: Unlike contact and organization rules, incident rules do not have a Create SLA Instance action.

Here's what to do

1. Add a new incident rule.
2. Click Add IF Condition Based On > Incident > Product.
3. Click Select Operator > equals.
4. Select the product.
5. Click Add Action–Then > Set Field > Apply SLA Instance.
6. Select the SLA from the drop-down list.
7. Select the Create instance if one does not exist check box.
   Note: If the SLA has already been applied to the contact, it is not necessary to select the check box.
8. Select the Use the latest version of the SLA check box.
9. Add any other actions needed, such as state transitions, then click Save.

Results:

Your rule should resemble this image.