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

Updated on December 2, 2017 07:02pm by Admin

SLA is the acronym of Service Level Agreement. Cases App allows you to provide access to the users who are deputed to view all the applicable SLAs and their status of a particular case.

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.

Lets quickly follow the steps to understand better.

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

  1. Log in and access Cases App from universal navigation menu bar.
  2. Click on “More(...)” icon and select “Settings” present in the app header bar.
    cases settings
  3. Select “Actions” under “Security” drop down located in the left navigation panel.
  4. Now, locate the “SLA” option and click on privileges drop down.
    create privilege sla
  5. Click “Create Privilege” option found at the bottom of the privilege drop down.
  6. Create privilege pop up appears. Enter the name and description of the new privilege that you want to add against the Display Dropdown option.
    create privilege popup
  7. Click on “Create” button.
  8. Once the privilege is created, go to Employees App to give access to particular employees.
  9. Please refer this link: https://www.apptivo.com/answers/questions/12694/how-do-i-assign-custom-privilege-to-employee-for-managing-objects-found
  10. Now, employee Katie Dustin has the privilege to view all applicable SLAs and their status associated with a particular case. In Katie Dustin login, the “SLA” tab will be visible as shown below:
    sla enabled

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