SLT settings

The SLT settings tab enables you to control the out-of-the-box email notifications that Service Management sends as a Service Level target approaches a breach threshold. The notifications are described in Notifications. The tab is available for the incident and request record types only.

To access the SLT settings tab:

1. From the main menu, select Administration > Configuration > Records > Forms.

2. From the drop-down at the top of the page, select Incident or Request, as required.

3. Click the SLT settings tab.

To enable and disable automatic notifications:

1. For each target type, select On to enable the automatic notifications, and select Off to disable them.

   In the request record type, the tab displays the following:

   Section	Targets
   Support (IT support requests)	Initial review Resolution Time in Group
   Service (IT service requests)	Fulfillment Time in Group
   HR (HR support requests)	Initial review Resolution Fulfillment Time in Group

   In the incident record type, the tab displays the following:

   Section	Targets
   Support	Initial review Resolution Time in Group

2. Click Save. The out-of-the-box notifications for the selected records are enabled or disabled according to your selection for all records of the selected record type.

You can manually add a notification for a specific target at a specific breach level by defining a business rule. This ensures that a notification is sent even when the automatic notifications are set to Off. For more information, see How to add Service Level Target event business rules.