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Enable calendar export and import with SLAs

You can replicate the SLA settings in another environment by exporting the solution containing the SLAs. During the export, all the related components and their dependencies are also exported. You can export or import a calendar with its corresponding SLAs by enabling the calendar import and export option.

Export or import a calendar with SLAs

You can enable the export or import of a calendar from the Copilot Service admin center app.

  1. In the site map of Copilot Service admin center, select Service terms in Operations. The Service terms page appears.

  2. In the Other SLA Settings section, select Manage. The Service Configuration Settings page appears.

  3. On the Service Configuration Settings page, go to the Calendar Export and Import section and set the Enable calendar export and import toggle to Yes. By default, the option is set to No.

  4. Select Save.

Important

  • You can import and export calendars attached with SLA items from Unified Interface. Calendars attached with SLA solutions in legacy SLAs won't be exported directly. If you are using SLAs after migrating from legacy to Unified Interface, you must first attach calendars with the SLA item on Unified Interface and then export calendars with the SLA solution.
  • When you delete a solution that contains SLAs, the SLAs are also deleted. However, their corresponding calendars aren't deleted.
  • Calendars, when imported to the target organization, are editable. However, we recommend that you make any changes to the calendar through the solution import or export process.
  • Calendars are overwritten when a solution is imported. So, the calendar in the latest solution that's being imported will overwrite existing customizations or settings on the current calendar in the target environment.
  • Exported calendars will be present in XML format in the Calendars folder within the exported solution.
  • SLA Items will automatically be linked to the corresponding imported calendars on import.

We recommend that you perform the following steps to upgrade a solution:

  1. Deactivate the SLAs that were brought through the previous version of the solution. The status of these SLAs changes to Draft.
  2. Upgrade your solution.
  3. After the solution is successfully upgraded, activate the SLAs as required.

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