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This documentation supports the 19.08 version of Remedy IT Service Management Suite.

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

Managing task OLAs

Operating level agreements (OLAs) are used in association with tasks. OLAs 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 to be sent on creation, warning, or violation of the request SLA.


You are prompted to enter details when you enter a new OLA name on the task on the process template form.

You can perform the following tasks for task OLAs:


You cannot delete a task OLA that is in use by a process. You can check if the task OLA is in use by clicking the Usage tab on the OLA Configuration window.

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