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Create an SLA definition for a CI or business service

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Create an SLA definition for a CI or business service

You can create SLA definitions for CIs and business services just as you can for other task records in the instance.

Before you begin

Role required: evt_mgmt_admin


  1. Navigate to Service Level Management > SLA > SLA Definitions.
  2. Click New.
  3. Fill out the fields on the SLA Definition form for a description of each field.
  4. For the Table field, select Event Management SLA [em_ci_severity_task].
  5. Configure the Start condition filter by adding conditions, such as:
    For all CIs where the Severity is Critical
    Type is CI
    Severity is Critical
    For a specific business service, such as Email, when the Severity is Critical
    Business Service is Email
    Severity is Critical
  6. Also configure pause and stop conditions.