How SLAs work in 7.0

Prior to 7.0, during SLA creation, Support Plan & Account fields appeared in the criteria section. These fields have been removed from the criteria section in the current design.

Prior to 7.0

Customer Support Software

In 7.0

Customer Support Software

For SLAs to work in 7.0, if your SLA criteria list prior to 7.0 contained the fields Support Plan or Account, then they have to be removed from the already configured SLA criteria list and new criteria list needs to be created based on new design . Please read the explanation below :

SLA Design in 7.0

Customer Support Software

Configuration for SLA

Define a contract for an Account with Support Plan

Customer Support Software

SLA & Support Plan association

Customer Support Software


Customer Support Software

SLAs without Account & Contract

Customer Support Software