Add SLA Category

SLA categorisation allows you to categorise breaches. This means that if a ticket breaches, there is an option to select what the categorisation of that breach is (for example ‘Awaiting vendor’ or ‘Awaiting customer’).

  1. Go to Settings - Business Rules - SLA Categorisation.
  2. In the SLA Categorisation page, click on New Category to open the Add SLA Category dialog.
  3. In the Name field enter the name for your new category and click Create Category to save and close the dialog.