Service Level Agreement configuration for Universal Request

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • View, modify, or create Service Level Agreement (SLA) definitions that is provided for the Universal Request application to make sure that the requests are closed within a defined time frame.

    Before you begin

    Role required: admin

    About this task

    The SLA definitions created for the Universal Request are for the UR and does not depend on the SLAs defined for the individual child tasks of the specific departments.

    Procedure

    1. Navigate to All > Service Level Management > SLA > SLA definitions.
      List of all the SLA definitions available is displayed.
    2. Click New to create an SLA definition for your tasks.
    3. On the form, fill the fields.
      For field descriptions and detailed instructions, see Create an SLA definition.

    Result

    The SLA definition is created for the specified task table.