How to set up a response SLA?

[lisawhimperley]

How to set up a response SLA?  Do I need a plugin for this?

I already have SLAs set up for resolution, but I would also like an SLA for first line response. 

Please provide detailed instructions, if possible!

[dharanikumar]

Hi Lisa,

Please follow the below steps.

1. Under Service Level Management application.

2. Select SLA Definitions and click on New button.

3. Please look at my first reply to your post in the above thread. There i have added the screenshot which will displays the Start and End conditions for the response SLA. Just try to understand what i have added there and give a try in your personal instance.

-Dharani