workflow (SLA)

When defining a Service Level Agreement (SLA), you define what actions happen when the work has specific statuses. For example, what should happen when the work is Requested, Approved, Assigned to a Work Order (if work orders are being used), Issued, Completed, and Closed.? You can specify whether the work requires approval, whether it is dispatched to a supervisor, work team, or dispatcher, when and to whom notifications should be sent, whether estimation or scheduling are required.

You can also add the actions that should occur for Rejected, Stopped, or Canceled work.