Words and Phrases
Prioritizing incidents, problems, requests, and changes
When you enable Service Level Management to work with other applications, the service agreement information added to the incident, problem, requests or change record helps you prioritize tasks by Expiration date and time.
To use SLM information, create a record list of pending incidents, problems, requests, changes, or associated tasks. Sort the record list using the Breached or Expiration date as the sort order. Administrators can escalate or reassign work depending on the amount of time left before the SLA is breached or reassign priority 1 to those records with breached SLAs.
When you view incident, problem, change, or task records, the SLA section shows all pending Service Level Target expiration dates, alerts, and other relevant information.