Managing SLA Records

Viewing SLA Records

1. Log in to COC.
2. In the navigation pane on the left, choose Basic Configurations > SLA Management. Click the SLA Record tab.
   Figure 1 Querying SLA records
   

3. Click the search box. The search criteria list is displayed. Select search criteria, enter values, and press Enter to search for data. You can click the refresh icon next to the search box to refresh the data and set the fields to be displayed in the list.
4. Click the value in the SLA column to view the corresponding SLA template.
5. Click the value in the Ticket ID column or View Detail in the Operation column to view the SLA record details.
6. Click × in the upper right corner of the dialog box to exit.
   Figure 2 Querying SLA record details
   
   

   • The SLA Status column in the SLA Information table on the SLA Record Details page is strongly associated with the SLA rule configured during SLA template creation. If a service ticket status keeps for a duration that exceeds the specified duration set in the SLA rule, the status automatically changes to Has Broken.
   • Duration is closely related to the status change of the ticket.