Applying SLA rules

Applying SLA rules is one of NABD's powerful, custom features. You can specify in great detail how your SLA rules apply to individual case types, users, etc.

To apply SLA rules:

  1. From your main left menu, select Configuration.

  2. From the Configuration menu, select Global settings.

  1. In the SLA Template field, click the drop down to choose the service level agreement template you want to use. The SLAs available to you will appear in this drop-down box. The SLA rules that appear here are set up on the Service Level Template Definition page.

  2. Check the box next to Enforce SLA Rules if you want to apply service level rules based on the template you selected.

  3. In the Effective Date field, click the calendar icon to choose the date these rules became effective.

  4. When you're done, click Save.

    Your service level agreement selections are immediately applied and future cases are based on the effective date you selected.