Configure how an SLA is applied to a Service Request by accessing Setup > General Settings > Advanced Portal Settings. The available options are:
Use condition based SLAs - Applies SLA by matching criteria against request fields.
Use SLA selected by user - Allows user to select the SLA.
Use both user selected and condition based SLAs - Allows user to select the SLA and also override it with condition based SLA, if required.
Send custom notifications to users along with the SLA escalation mail notification.
All the request fields can now be updated through escalation actions.
Notify the technician and requester regarding the SLA change of a request.
Precisely track the SLA overdue by configuring the SLA escalation time in minutes.
Associate multiple SLAs to a service template and choose an SLA while adding or editing the request.
UI Changes
The UIs of SLA list view and details view are revamped for better user experience.
Criteria field is now introduced for service SLAs if Use condition based SLAs or use both user selected and condition based SLAs are enabled in Advanced Portal Settings.
Added new fields to SLA criteria: Template for incident and service SLAs and Site for service SLA.
Behavior Changes
Use condition based SLAs mode will be enabled by default for the existing users.
Service templates associated with SLAs will be moved to Service SLA criteria.
Service SLAs not associated to any template will be disabled.
