By default, the system comes with several SLA and Timer fields.
The SLA fields count down the time remaining, while a Timer field 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.
Navigate to→ → → .
Click New Field.
Under Field Type field, select
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.
By default, the SLA field shows hours and minutes. You can change this to days and hours, by clicking Hours.
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.
Under Run on SLA Breach, select 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.