You can configure the SLA Matrix for Incidents based on the selected Category and Priority.
- Select Incident > Configuration > SLA Configuration > SLA Matrix.
- On the SLA MATRIX page, click ADD NEW on the ACTIONS panel.
- Select the Tenant and the other required SLA Matrix details. For information about the fields on the SLA MATRIX page, see Field Description.
- Click SUBMIT. A new SLA Matrix is configured.
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Figure: SLA MATRIX page
Field Description
The following table describes the fields on the SLA MATRIX page:
Field | Description |
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DETAILS |
Category | Select a Category to which you want to associate the Priority and the SLA from the list. Click the Expand icon to expand the Category list. |
Include Sub-categories | If selected, the Sub-categories are also included for the SLA Matrix. |
Priority | Select a Priority to which you want to associate the Category and SLA. If you do not select any Priority, the Priority configured for Customer Matrix is considered for the SLA Matrix. |
SLA | Select a Priority to which you want to associate the Category and SLA. If you do not select any SLA, the default SLA is considered for the SLA Matrix. |
Overridable | If selected, the Analysts can change the values for Category, SLA, and Priority options. |
Active | Indicates the status set for a SLA Matrix. - If selected, the is SLA Matrix becomes an available option on the other pages of the application.
- If cleared, the SLA Matrix will be inactive SLA Matrix. The inactive SLA Matrix values are not displayed in the SLA Matrix list on the other pages of the application.
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ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the SLA MATRIX page.
SHOW LIST
Click SHOW LIST to display the LIST table showing all the SLA Matrixes configured for the selected Tenant.
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Figure: SLA MATRIX page: List of SLA Matrix values
- To edit a SLA Matrix value, click the Category. Make appropriate changes and click SUBMIT.
- To display the inactive SLA Matrix values, click the Include Inactive check box.