Read SLA information and resolve an incident

Review commitments and record an explicit resolution.

Before you start

Incident access; edit rights for resolution.

Steps

1. Open the SLA section to inspect applicable targets and current timers.
2. Check whether the status pauses or resumes a timer under the configured policy.
3. Record the resolution and the relevant knowledge or evidence.
4. Move the incident to the appropriate resolved state using your permitted workflow.

Expected result

The incident has an explicit outcome and the SLA state reflects the workflow.

Important behaviour

Incident response timing can end at first individual assignment. It is not interchangeable with AgentHub first-customer-reply timing. An incident without applicable targets does not automatically receive an SLA.

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