How can I add a new SLA in OfficeGX?

Follow the steps below to add a new SLA:

1. Login

   • Go to officegx.com.

   • Log in using Admin credentials or request SLA configuration access from your administrator.

2. Navigate to SLA Settings

   • From the Left Menu, click Helpdesk → SLA.

   • Click on Add New SLA.

3. Fill in SLA Details (Details Tab)

   • Title* – Enter the SLA name.

   • Account* – Select the account from the dropdown.

   • Assigned To – Select the user responsible for this SLA.

   • Status – Choose Active or Inactive.

   • Operational Hours* – Select from the available operational hours.

   • Attachment – Upload a related file if needed.

   • Calculate SLA Evaluation – Choose between Ticket Creation Time or Time When Condition Met.

   • Description* – Provide detailed SLA description.

   • Click Next or move to the Targets tab.

4. Set SLA Targets (Targets Tab)
   For each Level (1–4), define:

   • Time to First Response* – Enter duration (e.g., 5 Minutes, 1 Hour).

   • Time to Next Response* – Enter duration for follow-up replies.

   • Time to Resolution* – Define the total resolution window.

   • Operational Hours* – Select the applicable shift.

   • Toggle Reminder or Escalation ON/OFF as required.

5. Set Reminders (Reminders Tab)

   • First Response Reminder – Enter duration, select group, assign agent.

   • Next Response Reminder – Enter duration, select group, assign agent.

   • Resolution Reminder – Enter duration, select group, assign agent.

6. Configure Escalations (Escalation Tab)

   • First Response Escalation – Set duration, select group, assign escalation agent.

   • Next Response Escalation – Set duration, select group, assign escalation agent.

   • Resolution Escalation – Set duration, select group, assign escalation agent.

7. Save the SLA

   • Once all fields are completed, click Submit (or Save in edit mode).

Note: Fields marked with an asterisk (*) are mandatory.