Field reference
Service Level Agreement
How to use 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.
ERP links open in a new tab. Sign in with your own account; record visibility, actions and approval authority follow your assigned permissions. Screens can differ by company and configuration.
Before you start
Prepare the required information: Apply On, Service Level Name, Priorities, SLA Fulfilled On, 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 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 |
|---|---|---|
Apply Ondocument_type | Link Required | Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship. Linked record: DocType |
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: Issue Priority |
Service Level Nameservice_level | Data Required | 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 Service Level Agreementdefault_service_level_agreement | Check Optional | Enable or disable the named option only when it matches the intended record behavior. |
Entity Typeentity_type | Select Optional | Choose one of the configured list values. Status fields may be controlled by the record workflow.Available choices
|
Entityentity | Dynamic Link Optional | Select the record identified by the associated document-type field. Verify both the type and the linked record. |
Conditioncondition | Code Optional | Simple Python Expression, Example: doc.status == 'Open' and doc.issue_type == 'Bug' |
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: Service Level Priority |
SLA Fulfilled Onsla_fulfilled_on | Table Required | Add the relevant child rows and review required columns, quantities and references before saving. Linked record: SLA Fulfilled On Status |
SLA Paused Onpause_sla_on | Table Optional | Add the relevant child rows and review required columns, quantities and references before saving. Linked record: Pause SLA On 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: Holiday List |
Working Hourssupport_and_resolution | Table Required | Add the relevant child rows and review required columns, quantities and references before saving. Linked record: 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: Issue 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. |
SLA Fulfilled On — child-row fields
| Field | Type / behavior | How to use it |
|---|---|---|
Statusstatus | Select Required | Choose one of the configured list values. Status fields may be controlled by the record workflow. |
SLA Paused On — child-row fields
| Field | Type / behavior | How to use it |
|---|---|---|
Statusstatus | Select Required | Choose one of the configured list values. Status fields may be controlled by the record workflow. |
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.