How to set up case SLAs

Before you start

• The SLAs applied to a case are set up in your case configuration
• Case configuration is normally only available to staff members with administrator access

Steps to set up case SLAs

1. Find your case type in the list and press "Configure".
   

2. Open the "SLA" section.
   

3. In the first section enter an SLA (in days or hours) that will automatically be applied to a case when it is created. Enter 0 to not set an SLA automatically.
   

4. In this section you can set up reminder emails. See SLAs and Escalations for more information about who is sent reminder emails.
   

5. This section determines the actions staff can take. See Details, Status, Summary and Target SLAs - Case Completion Targets - SLAs for more details.
   

6. The final section determines how SLAs are calculated. There's a full description of the working day configuration in the SLAs and Working Hours article.
   

7. Save your changes.