Configure response SLA

[Day2]

In need for step by step instructions to follow for this question.

Configure response SLA

As an IT user, I want the response SLA to be finished when an incident is assigned to an individual. The response target for P1 incidents should be set as 15 minutes.

1. Disable all existing out of the box SLA Definitions on incident.

2. Create a new Response SLA definition for P1 incidents with a response duration of 15 mins running on a schedule of 8-5 weekdays. SLA should start as soon the incident is created and stop when it's assigned to somebody.

[MrMuhammad · Accepted solution]

Navigate to Service Level Management >  SLA Definitions 

Make Active false for all the SLA's.

Click new.

Replicate as shown in the screenshot below.

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Thanks & Regards,
Sharjeel

[Day2]

Thanks Sharjeel