Setting Up Service Agreements
1 Define companies and departments, so you can create service level agreements with groups of users. When you create an agreement, it can be either with a specific user or with all users in a department or in a company.
2 Define the escalation levels.
3 Define the service types.
4 Define service levels. Each service level is defined by the following:
5 Define service agreements.
6 Optionally, define workflow rules. Vector HelpDesk includes default workflow rules for the Service Type and Escalation State fields in Web views.