Service Level Agreement - SLA Clock on Case

1. Navigate to ServiceMax Setup > App Administration > Configuration Profiles.

2. Click Org Profiles tab.

3. Select the Active profile.

4. Click Settings tab.

5. Expand the module and the submodule to view the relevant settings.

Module: Service Level Agreement; Submodule: SLA Clock on Case

Setting ID	Setting Name	Description	Data Type	Default Value
SET001	Commitment Type on Case SLA Clock	Use internal commitment or customer commitment timestamp to show countdown times on Case SLA Clock	Picklist	Customer Commitment
SET002	Allow Pause or Restart of SLA Clock on Case	Flag indicates if users should be allowed to pause or restart Case SLA Clock	Boolean	True
SET003	Enable SLA Clocks for Case	This indicates if SLA Clocks are enabled for Case. If set to true, on case creation or update, all applicable SLA timestamps for internal and customer commitments are automatically calculated and SLA Clocks are displayed accordingly.	Boolean	True
SET004	Change Countdown clock color in case to Yellow at	Setting indicates the % of remaining time to be considered as warning zone in Case SLA clock	Number	25
SET005	Calculate SLA Response Time	This indicates if SLA response times are calculated for Case. If set to true, all applicable SLA response times are automatically calculated when a case is created or updated.	Boolean	False

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