The parameters that allow (or deny) access to SLA settings in Movidesk are located in the agent access profile.

You can find these settings by clicking on Settings > People > Access Profile.

Once there, access the desired access profile and navigate to the “Settings” tab, where you’ll find the SLA-related definitions for this profile.

Allow registering service level agreements (SLA)
Definition: Parameter indicating whether the agent can register SLA contracts.

Allow registering Holidays
Definition: Parameter indicating whether the agent can register holidays that will be used in creating SLA contract rules.

Other SLA parameters

The other SLA-related parameters are linked to permission issues such as manual editing of due dates and/or viewing the due date on tickets.

You can find these parameters by clicking on Access Profile (of agents) > Settings tab.

Allow specifying the service level agreement (SLA) when registering clients

Definition: Parameter indicating whether the agent can specify which SLA contract is used by the client or if this information should remain restricted to them.

Still in the access profile, under the “Tickets” tab, you’ll find the following parameters:

Allow specifying the due date when opening tickets

Definition: Parameter indicating whether the agent can manually modify the due date of tickets. If unchecked, the agent will only be able to change the ticket’s due date if they alter a classification that changes the rule to which the ticket is subject.

Allow viewing the ticket due date

Definition: Parameter indicating whether the client will have permission to view the ticket’s due date or if the due date will be for internal control only, visible to agents only.