Setting SLA Time Commitments
To set the different SLA time commitments on Case, scroll down to the Custom Links section:
• Click Initial Response Completed to update the actual response time to the current date and time.
• Click Onsite Response Completed to update the actual onsite response time to the current date and time.
• Click Service Restored to update the actual restoration time to the current date and time.
• Click Issue Resolved to update the actual resolution time to the current date and time.