Viewing SLA Records

Scenarios

If there is an SLA rule for this account and the SLA rule is triggered by a service ticket, a record is generated on the SLA record page. You can view the SLA record details, such as the service ticket ID, SLA status, and SLA rule (public SLA or custom SLA).

Viewing SLA Records

1. Log in to COC.
2. In the navigation pane, choose Basic Configurations > SLA Management.
3. Click the SLA-based Tickets tab.
4. Locate the SLA-based ticket you want to view and click SLA Template in the SLA column.

   View the corresponding SLA template.

5. Locate the SLA record you want to view and click the service ticket name.
   View 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.