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Introduction to Service Level Agreements (SLAs) within the Enterprise Service Management (ESM) platform.

Information on how to create a Service Level Agreement (SLA) within the Enterprise Service Management (ESM) system.

Information on how Service Level Agreement (SLA) are applied to tickets within the Enterprise Service Management (ESM) system.

This article will help Enterprise Service Management (ESM) Application Administrators to add escalation steps Service Level Agreements.

Information on how to update a ticket, and optionally notify the customer, and/or other contacts that may be interested in the progress of the ticket.

Information on how to reassign the person responsible for working on a ticket from one person to another person.

People can be added to the ticket at any time. People may be added as alternative contacts, to request approval, or to be kept informed of ticket progress. Once a person is added to a ticket, they can be notified of progress on a ticket, or task when adding a comment, or updating a ticket.

Information on how an authorized person can change their default Desktop within the Enterprise Service Management system.