Permissions associated with SLA module

Pratibha Agrawal Updated by Pratibha Agrawal

Manage permissions associated with SLA module

As an admin, you can control who has permission to manage SLAs in your shared mailbox and delete SLAs manually on a conversation. Follow the below steps to do this:

  1. Go to Admin panel > User & Roles (left menu) > Create New Role.
  2. Add a title and description for the new custom role and proceed to Permissions. Scroll down to the SLA section.
  3. There are 2 permissions related to SLAs:
    1. Can manage (create/edit/prioritize/disable) SLAs
    2. Can remove SLA manually from conversations
  4. Note: ‘Mailbox admin’ and ‘Admin’ will have access to both permissions. By default ‘Member’ & ‘Supervisor’ roles will not have access to any of the permissions. 

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Managing SLA policies

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