Service Level Management in Service Operations Workspace
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- UpdatedFeb 2, 2023
- 2 minutes to read
- Utah
- IT Service Management
You can access the service level agreement (SLA) information for an incident on the Service Operations Workspace landing page and incident record page.
SLA information on the Service Operations Workspace landing page
On the Service Operations Workspace landing page, you can click the Incident SLAs card to view incidents grouped by their SLAs. This card displays SLA details only for incidents assigned to the agent. For information on possible customizations for this card, see Customize the donut area color for first-level cards.
For information about monitoring SLAs, see Monitoring Service Level Agreement (SLA).
View service level agreement information for an incident
Monitor task service level agreements (SLAs) displayed on an incident record page.
Before you begin
Role required: itil or admin
- Incident Response
- Incident Resolution
You should configure SLA timer configuration mappings for these timer configurations. For information on how you can configure these mappings, see SLA timer configurations.
Procedure
-
From the contextual side panel, select the record Information icon (
).
- The response and resolution SLAs are displayed.
- In case of multiple SLA timer configuration mappings for Incident Response and Incident Resolution timer configurations, only one response and resolution SLA record associated with the mapping with the least order is displayed.
- After the SLA is complete, the time taken to respond and resolve the incident are displayed.
For information about configuring the display of SLA information, see Customize the display of service level agreements for an incident.
Figure 2. SLA information for an incident 
On this page
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