Service Level Management control record

The Service Level Management control record configures the following settings:

  • Enable the SLM application
  • Verify that a new service desk interaction occurs during the supported service hours
  • Specify if the service desk operator can accept a new interaction outside of the supported service hours
  • Choose a default Service Level Agreement (SLA) to apply when no SLA is assigned to the contact or to the contact’s company
  • Define alerts that occur if no other application-specific alerts occur first

Tip If necessary, press Ctrl+H in the Windows client or F1 in the Web client to view help from each field in the SLM control record.

Related topics

Service Level Management administration tasks
Service Level Agreement links
Service agreement application integration records
Defining Service Level Targets
Service Targets
Process Targets
Service Level Agreement alerts
Prioritizing incidents, problems, requests, and changes

Related topics

Edit the Service Level Management control record