Configure Service Level Agreements (SLAs) for Work Orders and Service Requests - Lookups

Configure Service Level Agreements (SLAs) for Work Orders and Service Requests - Lookups

Work Order and Service Request priorities can be assigned a timeframe during which the issue needs to be resolved or maintenance needs to be completed. For example, an organization might decide that Emergency work orders need to be closed within 24 hours, High Priority work orders need to be closed within 48 hours, etc. If a timeframe is assigned, the start and end date of the service request or work order will autofill accordingly.



Configure SLAs for WOs and SRs Overview



To configure SLAs in NEXGEN:
  1. Navigate to the Lookups module. Click Settings > Setup > Lookups.
  2. Expand "Work Order" or "Service Request."
  3. Click "Priority."
  4. Click the dropdown arrow on a status. 
  5. Click "Edit."
  6. Use the up or down arrows or type a value to enter a number of hours in the Hours field.
    1. Note: All entries must be in hours. For SLAs measured in days, use the appropriate number of hours (e.g. for an SLA of three days, enter 72 hours).
  7. Click "Save."

Video Walkthrough




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