SLA Policy

Overview

An SLA policy defines incident handling deadlines and the actions to run when the Before warning and Before deadline time thresholds are reached. A script-based active action can be selected for either threshold.

For more information about policies, see SLA Policies.

Configuring a Threshold Action

Only actions with the corresponding scope selected in their action card are available in the list.

In the policy rule, select an active action for the required threshold. To configure its input parameters, click the gear icon next to the action name. Configure the parameters as you would for a workflow transition.