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            Apply an SLA Policy to an Entitlement

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            Apply an SLA Policy to an Entitlement

            You’ve created an SLA policy; now it’s time to use it! Apply an SLA policy to a customer’s entitlement so all support records linked to the entitlement use that policy.

            Required Editions

            View supported editions.
            User Permissions Needed
            To edit entitlements: Edit on entitlements
            1. Go to the entitlement.
            2. In the Entitlement Process lookup field, select the process you want to apply.
              Important
              Important If you’re using entitlement processes, manage customers’ work orders and cases on separate entitlements. This is because an entitlement process only runs on records that match its type. For example, when a Case entitlement process is applied to an entitlement, the process only runs on cases associated with the entitlement. If a work order is also associated with the entitlement, the process won’t run on the work order.
            3. Click Save.
            Tip
            Tip If you’ve set up entitlement templates, you can associate an entitlement process with a template so all entitlements created using that template automatically use the selected entitlement process.
             
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