By default, the system comes with several
SLA and Timer fields.
The SLA fields count down the time
remaining, while as a timer field it serves as a counter, counting
the time that has elapsed since started. In the event that no SLA
is defined, the SLA fields serve as a counter.
Enter a name and optional tooltip for the field.
Define a duration for the SLA of this field. If no value
is entered, the field serves as a counter.
Determine the risk threshold for this timer. When the
timer falls below this threshold, it is considered at risk. By default,
the threshold is 3 days, which is defined in the global system parameter.
Run on SLA Breach
the script to run when the SLA time has passed. For example, email
the supervisor or change the assignee.
Only scripts to which you have added the SLA tag will appear
in list of scripts that you can select.