SECURITY Requires System Administrator security level to add or edit the Service Level Agreement.
NAVIGATION Left Navigation Menu > Admin > Features and Settings > Service Desk > Service Level Management > click New or click Edit icon.
In most cases you will want to base the due date and time of a ticket associated with an SLA on the time specified for the SLA resolution. The easiest way to do this is to have the SLA set the ticket due date when it is associated with the ticket.
To use the SLA to set the ticket due date/time, an Administrator must enable the option "Use SLA to automatically set date and time". The check box to enable this option appears on the New or Edit Service Level Agreement page.
When this feature is enabled, the due date and time of all new tickets associated with the SLA will be calculated based on the "Resolved" setting for the SLA objective that best matches the priority, issue type, and sub-issue type of the ticket. Autotask will take the number of hours calculated for the Resolved event objective and add those hours to the Create Date/Time of the ticket.
The calculations will respect Internal Location or custom Business and Extended hours when they are specified. When no Business or Extended Hours are specified, calculations are based on all hours (24x7). For information on setting the Resolved objective and Timeframe, refer to Adding and editing service level agreements .
NOTE When the SLA sets the due date/time, it will override a default, Template, manual, or workflow rule due date/time setting.