Configure a contract SLA Use the Service Level Management module to configure a contract SLA. Navigate to Service Level Management > SLA > SLA Definitions. Click New. Select Contract SLA when prompted for the type of SLA to create. In this example, a contract SLA is configured to start when a priority 1 incident is opened in Paris. The SLA is configured to pause when the user working on the incident is waiting for additional information from the vendor: [State] [is] [Awaiting Vendor]. Figure 1. Vendor ticket start SLA
Configure a contract SLA Use the Service Level Management module to configure a contract SLA. Navigate to Service Level Management > SLA > SLA Definitions. Click New. Select Contract SLA when prompted for the type of SLA to create. In this example, a contract SLA is configured to start when a priority 1 incident is opened in Paris. The SLA is configured to pause when the user working on the incident is waiting for additional information from the vendor: [State] [is] [Awaiting Vendor]. Figure 1. Vendor ticket start SLA
