How do I create SLA & Escalations?
To create SLA & setup Escalation to supervisors, Goto Setup > SLA Settings > Service Level Agreement and follow the steps.
For more, refer SLA and Escalations.
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Will the same SLA work across all Departments?
No, SLA's work only within the Department. You have to create SLA's for individual Departments.
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Can I create Pre-defined Request Templates?
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