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Service Level Agreements

It is possible to assign escalation type bundles to an SLA. Therefore, a multiselect field has been added to the Add Service Level Agreement screen.

Add Service Level Agreement Screen

New Field

Escalation Bundles

Here you can choose from a list of all available bundles which should be assigned to this SLA. Assigning a bundle to a SLA will cause the escalation types, which are assigned to this bundle, to be considered for a ticket which has this SLA set.

Note

The calendar setting and the times in the SLA has no effect for the advanced escalations feature.