Home  >   FAQs   >  How do I assign an SLA to a case?

How do I assign an SLA to a case?

Table of Contents
A Service Level Agreement or SLA is a contract between a service provider and an end-user that defines the standard of service expected from the service provider.
 For example, a customer SLA policy in an organization may state that cases of urgent priority must be resolved within one day, and those of low priority can be resolved within one week. 
 To read more about SLA Policies in Vtiger CRM, click here.

The SLA Name field in cases allows you to pick an SLA and assign it to a case.
 Follow these steps to assign an SLA for a case:
  1. Log in to your CRM account.
  2. Click the Main Menu.
  3. Go to Support.
  4. Click Cases.
  5. Select and open the case that must be assigned an SLA.
  6. Look for the SLA Name field.
  7. Select an SLA from the SLA Name picklist. Only customer SLAs are shown in the pick list.
  8. Click Save.
 You can view the SLA details in the SLA Information block in the Deep Dive View of a case.
 Note: If you are an Admin user, you can set up or modify an SLA policy by going to Settings > Support > SLA Policies.
Was this FAQ helpful?
0  out of  0  found this helpful.
Comments 0
Be the first to comment
© Copyright 2023 Vtiger. All rights reserved.