Managing request SLAs
Service level agreements (SLAs) are used in association with requests. SLAs that are defined against a task or a process template create escalation points that correspond to the target completion time for that task or that particular request in BMC Remedy ITSM applications. You can create notifications that are sent on creation, warning, or violation of the request SLA.
When you enter a new SLA name on the task on the process template form, you are prompted to enter details.
You can perform the following tasks for SLAs:
You cannot delete a request SLA that is in use by a process. You can check if the SLA is in use by clicking the Usage tab on the SLA Configuration window.