You use a reason code to indicate why a service level agreement (SLA) has been canceled or why the time limit that is set by the SLA has been exceeded.

Once you set up reason codes, you can require a reason code when an SLA is canceled or when the time limit that is set by the SLA has been exceeded.

If time has been exceeded on a service order and you have specified that a reason code is required, then you are prompted to enter a reason code in these situations:

  • When the service order is moved to a stage that stops time recording against the SLA for the service order.

  • When the service order is signed off.

  • When the time recording is stopped manually.

Set up reason codes

  1. Click > > .

  2. In the form, press CTRL+N to create a new reason code.

Require reason codes when a service level agreement is canceled

  1. Click > > > .

  2. In the form, select on the tab.

Require reason codes when the time limit that is set by the service level agreement has been exceeded

  1. Click > > > .

  2. In the form, select on the tab.

See Also