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How to Apply an SLA to an Incident based on Service in Freshservice

  • November 14, 2025
  • 1 reply
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Wayne Robinson
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How do I configure Freshservice to use the SLA assigned to a Service listed as an Impacted Service in an Incident?  I do not see Impacted Service as a Trigger option on an SLA in Admin → SLA and OLA Policies.
In our previous ITSM system we setup SLAs related to the Services, and then selected the Service in the “Affected Service” field - this related the SLA to the Incident based on the Service affected.
 

Can anyone help?

(Note: moved from inadvertent posting on Freshdesk)

1 reply

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  • December 9, 2025

Hi ​@Wayne Robinson , you can create a custom incident template which can include “impacted services” as a dropdown field or add it as a field under Field manager > Ticket settings. This will get reflected under SLA and OLA policies. Then create a new SLA policy, where you can use different conditions to set different SLA policies.

Let me know if this answers your question or if I’ve misinterpreted the question.

Always happy to help and learn from the community.
Wayne Robinson
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