Latest Service Level Management (SLM) topics

Topic	Views	Activity
About the Service Level Management (SLM) category	353	January 13, 2021
How do we add unit-wise holidays applicable for the year? how-to	385	May 11, 2021
How to ensure only the owner of the record can update the comments for ‘Reason for SLA violation’, as the system is allowing any technician to update the SLA violation reason? how-to	364	April 25, 2021
How do i troubleshoot the issue of SLA not getting mapped to a Service desk Record? how-to , issue	376	April 12, 2021
Does SapphireIMS provides option to deliver SLA based email notifications to email recipients which i can customize as a rule? how-to , faq	379	April 12, 2021
How do I enable Service desk record's SLA details for end users i.e., for the users who are having only 'Submitter' role access?	369	April 9, 2021
Customer requests you to configure SLA by considering their working hours as 9 AM to 6 PM. He also requests their lunch time of 12:30 PM to 1:30 PM should be not under SLA. How will you achieve this? how-to	320	March 10, 2021
Customer says many of their technicians are complaining the records are getting violated for Resolution SLA, even though they are moved to 'Denied' state well within the SLA. What would you instruct the customer to check? how-to	308	March 10, 2021
Customer configured an SLA time as 2 days. But complains the a pending record is violating only after 6 working days. Their working hours configured is 8 hrs per day. What could have been the mistake in the SLA configuration? how-to , faq	331	March 10, 2021
Customer configured a SLA rule and select profiles under 'Business hours' and 'Holiday profiles'. He complains the profiles configured under this SLA is not being considered. What could be the issue? how-to , product-behavior	319	March 10, 2021
Can I set default SLA Comments that needs to be selected for SLA violation Comments? faq	359	February 26, 2021
Is there an Option to Edit the already created SLA Rules? faq	311	February 26, 2021
What are the supported SLA Time duration in SapphireIMS? faq	319	February 26, 2021
Can I configure SLA based on condition? faq	363	February 26, 2021