Connect - Admin: Customisable Types

This article is part of the Connect section.

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To add and manage SLA types for cases, documents and meetings:

1. Go to the Admin menu > Customisable Types.
   
   
2. Click on a type under Customisable Types (e.g. Case Status Types).
   
   
3. Use the first field to search for existing types.
   
   
4. To add a new type, use the second field:
   
1. Provide a name.
   
2. Select an option at the end of the field.
   
3. Click the green save icon.
   

• To delete a type, click the red bin icon.
  
  
• To edit a type, make changes and click the blue save icon.
  
  

The options available will depend on the selected Customisable Type. 

For example:

1. Case Status Types can be marked as Open, On Hold or Closed. 
   
2. SLA Types specify a number of minutes, hours or days.
   

The SLA Types calculate time based on the opening hours set up under Working Hours.

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