Invoke SLA condition rules on a specific SLA definition

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • You can change the SLA condition rules for a specific SLA definition.

    Before you begin

    Role required: admin

    About this task

    In cases where a particular SLA requires that specific SLA condition rules should be used, you can specify the condition rule to be used within the relevant SLA definition form.

    Procedure

    1. Navigate to All > Service Level Management > SLA > SLA Definitions.
    2. Open an SLA definition record.
    3. Configure the form to add the Condition type field to the form.
    4. Specify the appropriate SLA condition rule in the Condition type field
      Note:
      If no condition rule is defined, the global default condition rule is used.