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