HD Service Level Agreement
How to use HD Service Level Agreement in Helpdesk & Requests: access, working steps, fields, related records and troubleshooting.
Purpose and access
Review customer and supplier requests as tickets, assign the responsible team, and record responses and resolution. Maintain the associated ERP party and document reference so support activity can be traced to the business record.
This page is a record page in Operations & Support → Helpdesk & Requests. Use the link above to open the configured destination; permissions are checked by the destination service.
Before you start
Prepare the required information: Service Level Name, Priorities, Holiday List, Working Hours.
Confirm the company, party, dates, units and source references that apply. Select existing links carefully and check for an existing record before creating a duplicate.
Working steps
- Open HD Service Level Agreement from Operations & Support → Helpdesk & Requests, or use ERP Search.
- Filter the list and open the relevant record. To add a record, use Add/New when your role provides that action.
- Complete the editable fields described below. Required fields and validation conditions must be satisfied; read-only values are set by the system or their source records.
- Add the required child rows. Review each row’s identifiers, linked records and values, using the child-table field reference below.
- Save the record and address validation messages. Reload and verify the saved values and relationships.
- Use any additional workflow actions only when the record and your role provide them. Saving this record does not automatically complete a related transaction or external action.
Field reference
These fields come from the installed ERP definition. Hidden fields and password inputs are omitted. Additional conditions, custom scripts and workflow rules can make a field required or read-only in a particular context.
| Field | Type / behavior | How to use it |
|---|---|---|
Default Prioritydefault_priority | Link Optional · Read-only | Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship. Linked record: HD Ticket Priority |
Service Level Nameservice_level | Data Required | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Descriptiondescription | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Enabledenabled | Check Optional | Enable or disable the named option only when it matches the intended record behavior. |
Default SLAdefault_sla | Check Optional | Enable or disable the named option only when it matches the intended record behavior. |
Rankrank | Int Optional | Lower rank is applied first. 0 means unranked, and is applied last. |
Conditioncondition | Code Optional | Simple Python Expression, Example: doc.status == 'Open' and doc.ticket_type == 'Bug' |
Conditioncondition_json | Code Optional | Auto-generated from the portal view — do not edit directly unless you know what you're doing! |
Start Datestart_date | Date Optional | Choose the business date required for this field. Confirm its relationship to other dates on the record. |
End Dateend_date | Date Optional | Choose the business date required for this field. Confirm its relationship to other dates on the record. |
Apply SLA for Resolution Timeapply_sla_for_resolution | Check Optional | Enable or disable the named option only when it matches the intended record behavior. |
Prioritiespriorities | Table Required | Add the relevant child rows and review required columns, quantities and references before saving. Linked record: HD Service Level Priority |
Default Ticket Statusdefault_ticket_status | Link Optional | Status of the ticket, when it is created in the system with this SLA. If not selected, the value will be taken from HD Settings DocType Linked record: HD Ticket Status |
Ticket Reopen statusticket_reopen_status | Link Optional | Status of the ticket, when a customer replies on the ticket with this SLA. If not selected, the value will be takes from HD Settings DocType. Linked record: HD Ticket Status |
Holiday Listholiday_list | Link Required | Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship. Linked record: HD Service Holiday List |
Working Hourssupport_and_resolution | Table Required | Add the relevant child rows and review required columns, quantities and references before saving. Linked record: HD Service Day |
Child tables
Priorities — child-row fields
| Field | Type / behavior | How to use it |
|---|---|---|
Default Prioritydefault_priority | Check Optional | Enable or disable the named option only when it matches the intended record behavior. |
Prioritypriority | Link Required | Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship. Linked record: HD Ticket Priority |
First Response Timeresponse_time | Duration Required | Enter the actual or planned duration using the field’s supported units. |
Resolution Timeresolution_time | Duration Optional | Enter the actual or planned duration using the field’s supported units. |
Working Hours — child-row fields
| Field | Type / behavior | How to use it |
|---|---|---|
Workdayworkday | Select Required | Choose one of the configured list values. Status fields may be controlled by the record workflow.Available choices
|
Start Timestart_time | Time Required | Record the time in the format accepted by the field. |
End Timeend_time | Time Required | Record the time in the format accepted by the field. |
Troubleshooting
- Not permitted: verify the account, role and source-document permission. Do not share an administrator login.
- Missing record or address: inspect the relevant Link or Dynamic Link fields; a matching title alone does not establish a relationship.
- Cannot save or change status: review required fields, read-only values, document status and the configured approval transition.
- Unexpected report or portal result: review company/date filters, source-document submission and the approved party or Employee link.