This documentation supports the 20.19.02 version of BMC Helix Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

Copying, editing, and deleting agreements

You can create an agreement and make copies of the agreement for different accounts when you want to use the same agreement with these accounts. You can also create copies of an agreement that are applicable to different support hours and update the support hours in each agreement copy.

Also, after reviewing an agreement, if you find that the agreement is no longer required because you are not providing the service of the agreement, you can delete the agreement.


Only system administrators and members of the Change Manager profile can create, copy, and delete agreements. Staff members can view existing agreements.

To copy or delete an agreement

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Workflows and Other Processes tile, and from the menu select Agreements.
    Alternatively, you can also navigate to Remedyforce Workspaces > Service Level Management > Agreements.
  3. In the agreements list view, select the agreement on which you want to perform the action.
  4. Perform one of the following actions:
    • To create a copy of the selected agreement, click Copy.
      In the new Agreement form, make the required modifications to the agreement, and click Save.
    • To delete the selected agreement, click Delete.
      In the confirmation dialog box, click Yes to delete the agreement and close the Agreement form.

To edit an agreement

  1. Perform steps 1 to 3 from To copy, edit, or delete an agreement.
  2. On the Agreement page, edit the required details from the General Information and Service Targets or Operational Targets tab.


    In the General Information tab, if you want to switch the agreement type then choose an option from the Agreement Type drop-down. Note the following considerations for the same:

    • If you switch from SLA to OLA, the labels on the Agreement form and Targets tab will be updated to Operational Targets. The Qualifications tab in the Operational Targets tab will have a new drop-down called Target Status for the OLA.
    • If you switch from OLA to SLA, the labels on the Agreement form and Targets tab will be updated to Service Targets. The Qualifications tab in the Service Targets tab will not have the Target Status drop-down.
  3. Click Save

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