An example of a configured SLA in YetiForce CRM. 

How to configure SLA time calculation?

1. Confuguration of dependent functionalities  

   Before starting the SLA policy configuration, you should configure the following elements that will be common to all SLAs and tickets:
   1. Software configuration → Colors and calendar → Calendar - Configuration,  "Not working days" tab - to configure days off. 
   2. Software configuration → Colors and calendar → Calendar - Holidays - to enter holidays and bank holidays required to calculate whether a given day is a business day.  
   3. Software configuration → Company → Business hours - to configure business days an hours of the employees and basic reaction/solution/idle times.

2. SLA policy template configuration

   Software configuration → Processes → SLA Policy
   When there are standardized SLA policy packages in the system, you can create ready-made templates, which will facilitate and speed up further configuration. Thanks to this, the entire SLA policy configuration is in one place and updating them is easier.

3. Time calculation rules configuration

   In order for the system to know how to properly count times based on specific SLA policies, it is required to specify values in the picklist (preferably if this field is mandatory), e.g. based on the status. Management is available only for fields that have an active calculation mechanism.
   
   The system was designed with one time calculation field in mind. In order for the system to cosider additional fields the mechanism will have to be redesigned. 
   Time calculation rules can be modified in Software configuration → Standard modules → Fields – Picklists - "Edit lock and process status"
   
   Recommendations:
   - The Picklist should have a default value
   - The default value should have its "Counting time" value set to "Reaction time"

4. SLA policy configuration on the SLA agreement

   Once the time calculation mechanism is activated in a module, it will be visible in the SLA preview, next to the "History" tab.
   The number of displayed tabs with the SLA policy depends on the number of modules with active time calculation, e.g. "SLA Policy - Tickets"
   
   There are 3 configuration variants available:
   1. Global (from business hours)
      This variant uses settings from Software configuration → Company → Business hours
      
   2. Template
      Allows you to select one of pre-made templates from Software configuration → Processes → SLA policy panel.
      This speeds up the setup time so that you don't have to enter the same data on the SLA every time.
      
   3. Custom settings
      The system can configure the SLA policy rules directly on the SLA agreement. This is useful when the system does not have standardized policies and each agreement has different rules.
      

5. Selecting SLA

   If the SLA field is not mandatory or the system creates records without an SLA (e.g. mail scanner and ticket creation), the time calculation rules will be taken from the  Software configuration → Comapny → Business hours panel.
   Therefore, it is important to correctly configure all parts of the system that are involved in the calculation mechanisms.
   
   When it is required that all records (even those from the mail scanner) always have an agreement, it is best to set the default value for the SLA field.

6. Field list

   All fields are based on the configuration of the SLA and business days/hours or calendar.
   Descriptions of each field are available in the crm under the  icon.