Applying Service Agreements to Issues
You can apply a service agreement to the issues that are already in the project database. To do this, use a query to specify the issues to which the service agreement is applied.
To apply a service agreement:
1 In HelpDesk Web Admin, click the SLA tab.
2 In the project list, click a project.
3 In the Service Agreements section, click a service agreement.
4 Click Apply.
5 In the Apply Service Agreement dialog, click a query. The agreement is applied to the issues returned by that query.