Creating and Configuring SLA Plans

Create an SLA plan when a defined group of tickets needs measurable response or resolution commitments.

Before creating a plan

Identify:

• the tickets the plan should apply to
• response targets
• resolution targets
• priority-specific requirements
• business-hour considerations
• any applicable service conditions

Create the plan

1. Open SLA Management.
2. Create a new SLA plan.
3. Enter a clear plan name.
4. Configure the supported targets.
5. Define the conditions that determine applicability.
6. Review the plan carefully.
7. Save the configuration.
8. Test it with controlled tickets before relying on it operationally.

Avoid overlapping logic

If several plans can apply to the same ticket, make sure precedence and expected behavior are understood.

Good practices

Use realistic targets, document the business commitment behind the plan, and test high-priority and boundary cases before production use.