Create an Sla Policy Step by Step

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What This Does

This guide explains how to create an SLA policy with target type, priority, timing thresholds, and escalation settings.

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Before You Begin

Make sure:

• you have permission to manage SLA policies
• the target type you want to use already exists in the system
• you know which role should receive escalations

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Steps

1. Open Automation.
2. Open SLA.
3. Select Create SLA Policy.
4. Enter a clear policy name.
   • example: Critical Incident Response
5. Select the Target Type.
6. Select the Priority if the policy should apply only to specific priority levels.
7. Enter Target Minutes.
   • this is the total time goal for the policy
8. Enter Warning Minutes.
   • this is when the system should warn before breach
9. Select the Escalation Role.
10. Confirm the policy is active if it should start being used immediately.
11. Save the policy.

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Verify the Result

1. Return to the SLA list.
2. Open the policy you created.
3. Confirm the target type, priority, timing, and escalation role are correct.
4. Check whether the policy appears in automation rule action configuration where expected.

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What Happens Next

The SLA policy can then be:

• selected directly in automation rules
• resolved by policy key where supported
• used for escalation and tracking logic

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Tips

• Use names that make the policy purpose obvious.
• Keep warning time meaningfully earlier than the target time.
• If the priority dropdown is empty, confirm that priorities are configured for the selected target type.