ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Response Time:
There is only one level of escalation if the response time elapses.
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
i. To enable escalation, select the check box beside Enable Level 1 notification.
ii. Click Choose button to choose the technicians to whom the SLA violation should be
escalated.
iii. You can choose to escalate before the violation or after the violation. If you wish to
escalate the request before the SLA violation then click Escalate Before option. Specify
the number of days before the SLA violation is about to happen in the text box. This is to
escalate to the technician about the onset of the violation. You can also specify the time
of escalation.
iv. Similarly, click Escalate After option to escalate after the violation. Specify the number of
days after the SLA violation has occurred in the text box. You can also specify the time of
escalation.
Resolution Time:
There are 4 levels of escalation if the specified resolution time elapses.
i. To enable escalation, select the check box beside Enable Level 1 notification.
ii. Click Choose button to choose the technicians to whom the SLA violation should be
escalated.
iii. You can choose to escalate before the violation or after the violation. If you wish to
escalate the request before the SLA violation then click Escalate Before option. Specify
the number of days before the SLA violation is about to happen in the text box. This is to
escalate to the technician about the onset of the violation. You can also specify the time
of escalation.
iv. Similarly, click Escalate After option to escalate after the violation. Specify the number of
days after the SLA violation has occurred in the text box. You can also specify the time of
escalation.
9. Click the Save button to save the SLA and return to the list view. If you want to add more than
one SLA, then click Save and Add New.
At any point, if you do not wish to add the SLA and would like to get back to the SLA list from the add
SLA form, click Cancel. Clicking the View List link on the top right corner of the add SLA form will
also take you to the SLA list view.
Edit Service Level Agreement
To edit an existing SLA,
1. Select the site of the SLA you wish to edit from the Service Level Agreement for combo
box. The lists of all the SLA corresponding to that site is displayed.
2. Click the edit icon beside the SLA Name.
ZOHO Corp. 357