Apply an SLA Instance to a Contact or Organization

This procedure describes how to apply an SLA instance when you are working on an incident.

1. From an incidents report, right-click the incident and select Open > Contact or Open > Organization.
2. Click Add (if no SLAs have been applied to the customer) or Edit in the SLA field.
   The SLA Viewer window opens. Any SLA instances that have already been applied to the customer are displayed under SLA Instances.

   Note: If you select Open > Contact and the contact is associated with an organization, the SLA field contains “See organization for SLA Details.” Return to the incidents report on the content pane, right-click the incident, and select Open > Organization.
3. Click Add SLA Instance
   The Add New SLA Instance window opens.
4. Click the Name drop-down list and select an SLA.
5. Select an active date by clicking a day on the current month calendar (or, to change the month, click the right or left arrow in the month heading). The date today is selected by default.
6. Click OK.
   The Add New SLA Instance window closes and the SLA instance is added.
7. Click OK.

Results:

After an SLA instance has been applied to the customer, you can credit incidents submitted by that customer against the SLA instance as long as the incident occurs within the active date period. See Credit an Incident to an SLA Instance.