Manage a task with an SLA

How to access and manage tasks with SLAs.

Before you begin

Role required: wm_admin, wm_dispatcher, or dispatcher combination role

Procedure

  1. Click the task icon to display a pop-up window with these SLA details:
    Table 1. SLA details
    Title Description
    SLA Name of the SLA.
    Time left Business elapsed time remaining on the SLA.
    Priority Task priority by number, where 1 is the highest and 5 the lowest.
    Skills Needed Skills needed to perform the work.
    Parts Needed Parts needed to perform the work.
    Figure 1. SLA map detail
    SLA map detail
  2. Click the task number link to display the record in a pop-up window in the map.
  3. Select the Task SLAs related list to view the SLA details.
  4. The list shows the following SLA values:
    Table 2. SLA values
    Title Description
    SLA Name of the SLA. Click this link to view the SLA definition and its schedule.
    Start time Time the SLA started.
    Stage Status of this SLA, such as In progress, Completed, or Breached.
    Business elapsed percentage Percentage of time that has elapsed for this SLA on the business calendar. If no business calendar exists, then this value is the same as the actual elapsed percentage.
    Business time left Amount of time remaining for this SLA on the business calendar. If no business calendar exists, then this value is the same as the actual time remaining.