View and Manage SLA Clocks on a Work Order
When advanced SLA management is enabled for your organization, ServiceMax SLA engine calculates commitment times automatically on a Work Order where applicable.
Depending upon the SLA definition, none, some, or all of the following commitments are tracked on a Work Order:
• Initial Response Time
• Onsite Response Time
• Restoration Time
• Resolution Time
If any of the above timestamps are tracked on a Work Order, a countdown of the remaining time on each clock is displayed embedded in the Work Order screen as shown in the following screenshot.
In the above screen, the remaining time is displayed in the "Days : Hours : Minutes : Seconds" format.
The clock is displayed in various color codes depending on the time left:
1. Red: If no time is left on the clock, the clock appears Red.
2. Yellow: If less than 25% of time is left, the clock appears Yellow.
3. Green: If more than 25% of time is left, the clock appears Green.