### Service levels

Service level – this setting match the reaction time and resolution time for priorities of ticket. That is, service level affect the determination of the time during which to respond to the ticket and execute it.

For example, you can create a service level , specifying the priority of the "Normal" response time 1 hour and resolution time - 3. Then create ticket, if you select priority "Normal", the planned response time and resolution time will be automatically calculated by the system.

Service levels are defined in the section:
Settings -> Service levels

It is possible to set the rules of the workflow on the following parameters of ticket: Service, Ticket type, Asset type, Category, User and Company. To do this, at the beginning you need to check / set the configuration:
Settings -> General settings -> Inset "Business rules" -> Service levels - setting rules for determining

Then you can manage the rules in the section:
Settings -> Service levels -> Service level rules

For example, You can configure the service level is defined only by ticket type. After that set the two rules:
Rule ¹1. If the ticket type,"Request for Change", the service level will be "Service Level 1"
Rule ¹2. "If the ticket type,"Incident", the service level will be "Service Level 2"

Rules may be several. The system determines the appropriate rule with the highest weight, and it will define the service level.

You can check this by specifying the parameters of the ticket.