Linking contract line(s) to SLAs
As an SLA Manager, you can link contract lines to an SLA, so that the SLAs are available on the contract line at the time of assigning the service.
The internal contract lines must be linked to the internal SLAs which will then be linked to requests in the Work Orders TSI.
Similarly, the external contract lines must be linked to the external SLAs, which will then be linked to orders in the Work Orders TSI.
Procedure
1. Go to Addresses > Contract details > Contract lines.
2. Select a contract line to which you want to link an SLA.
3. On the action panel, click Link SLA.
4. Select the relevant option for filtering the SLAs - Display all SLAs, Display internal SLAs, Display external SLAs.
5. Move the relevant SLAs you want to link to In use.
6. Click OK.
7. Click Save. The contract lines are now linked the selected SLA.