Applying SLAs to companies and cases

Cases created for a company before that organization’s SLA is specified are not updated automatically. You can, however, open old cases and apply the company’s SLA to the case. After you specify an SLA for a company, all cases defined from then on are automatically assigned the organization’s SLA. You can also override these automatic settings.

To apply an SLA to a company:

1. Open the Summary page of the company you want to apply the SLA to, and click Change.
2. Select the SLA from SLA.
3. Click Save. All cases associated with the company, whether they are high, low, or medium priority, are associated with the selected SLA.

If you decide that certain types of cases logged by this company shouldn't be associated with this SLA, apply a different SLA to individual cases. You can do this when creating a new or editing an existing case for the company. If the SLA for a company is changed afterwards, the SLA for existing cases with the company is not automatically updated. However, the SLA field on any new cases created for that company automatically default to the company’s new SLA field.

To apply an SLA to a new case:

1. In the context of a Company, click the Cases tab and click New Cases.
2. Enter the case details. Do not enter anything in SLA and SLA Severity. The system completes these fields if you've selected an SLA for the company.
3. Click Save.