How to set up SLAs based on the date the breach occurred

[Lydia Fu]

Hi team,

I'm trying to set up new SLA logic for my team (with different issue types so SLA will vary depending on the request type).

Our current SLA on server is based on the date the ticket is solved.

Could you advise how can I change the SLA to be based on the date the breach occurred by updating the current automation rules or creating new automation rules please? Will probably need the solutions in Server, Data center, and cloud as we are also discussing which one to move to next year.

Step-by-step guidance will be much appreciated, thanks!

[Vishal]

Hi @Lydia Fu 

Please check this article, this should help you configure SLA.