How do I allow Users to View all the SLA’s and their Status?

Updated on October 8, 2020 07:52AM by Admin

Cases App allows you to provide access to the users who are deputed to view all the applicable SLAs with the status of a particular case based on the SLA.

The permission to view SLAs can be provided only by the super-user(Admin). The users(Employees) who have privilege for this access, can use the “SLA” tab found in the overview page of the cases.

Steps to Allow Users to View all SLA's and Their Status

  • Log in and access Cases App from the universal navigation menu bar.
  • Click on the “More(...)” icon and select “Settings” present in the app header bar.
Cases

  • Select “Actions” under the “Security” drop-down located in the left navigation panel.
  • Now, locate the “SLA” option and click on privileges dropdown.
  • Click the “Create Privilege” option found at the bottom of the privilege dropdown.
Settings

  • Create privilege pop up appears. Enter the name and description of the new privilege that you want to add against the Display Dropdown option.
  • Click on the “Create” button.
Create Privilege

  • Once the privilege is created, go to Employees App to give access to particular employees. Click Here to know steps to give privilege access to the Employee.
Employee Access

  • Now, an employee has the privilege to view all applicable SLAs and their status associated with a particular case.
  • In the privilege added employee login, the “SLA” tab will be visible to view all the SLA and their status.
Overview

  • If the employee does not have this privilege, the SLA tab will not be available in their login.
SLA Not visible

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