SLA - order settings

Application management : Configuration : Field Definer : Field Descriptions : SLA - order settings

Setting

Description

Only accept requests with valid SLAs

If this field is set to Yes, a request can only be saved if an SLA is found.

Reference to SX field ‘Minutes to deadline’ (UXWaitOnCustomerStopTime)

This field is only relevant for customers using the solution extension ISM-IT-13: Recalculate requested completion date after waiting for customer (UXWaitOnCustomerStopTime): Select a field that must be used to migrate from the solution extension to regular wait statuses. This will ensure that existing orders with a wait status are processed properly.

The selected field must be set to In use and must not be read only in Field definer

The Reference to SX field can only be re-used (for example, changing the field type) after all orders that were put on hold by the solution extension have been resumed.

SLA: Wait statuses

Displays the on hold status(es) selected in the link SLA: Wait statuses.

SLA: Actual respond statuses

Displays the status(es) selected in the link SLA: Actual respond statuses.

SLA: Actual attend statuses

Displays the status(es) selected in the link SLA: Actual attend statuses.

SLA: Actual fix statuses

Displays the status(es) selected in the link SLA: Actual fix statuses.

SLA: Actual complete statuses

Displays the status(es) selected in the link SLA: Actual complete statuses.

For more information on the SLA settings, see SLA settings.