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Installation

  1. To install a solution pack, click Content Hub > Discover.
  2. From the list of solution pack that appears, search SLA Management.
  3. Click the SLA Management solution pack card.
  4. Click Install on the lower part of the screen to begin the installation.

Prerequisites

The SLA Management solution pack depends on the following solution packs that are installed automatically – if not already installed.

Solution Pack Name Version Purpose
SOAR Framework v3.0.0 or later Required for Incident Response modules

To create and manage SLAs, you must be assigned a role with the following minimum permissions:

  1. Create, Read, and Update permissions on the SLA Templates module
  2. Execute permission on the Playbooks module
  3. Usage permission on the Widgets module
  4. Default Read permission on the Application module
  5. Appropriate permissions to access the Alert and Incident modules, if displaying SLA within these module records

Configuration

For optimal performance of SLA Management solution pack, you can install and configure the following connector that help with the following:

  • SLA Calculator - Calculates SLA due date based on locale and work hours. This connector needs SOAR framework solution pack for supporting playbooks and module changes. To configure and use the SLA Calculator connector, refer to Configuring SLA Calculator

Next Steps

Usage Contents