> For the complete documentation index, see [llms.txt](https://cortex-docs.paloaltonetworks.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://cortex-docs.paloaltonetworks.com/cortex-xsoar-8-saas/configure-cortex-xsoar/slas/configure-an-sla-in-an-incident-type.md).

# Configure an SLA in an incident type

On the Incidents page, in the incident table, you can view the SLA (due date) by default. You can also search using the `dueDate` parameter, such as `dueDate:>="now"` to search for incidents that are either due now or overdue. If it has not been set, you need to configure the incident type.

1. Go to **Settings** → **Settings & Info** → **Object Setup** → **Incidents**.
2. Select the incident type to add the SLA.

   Some out-of-the-box incident types have a default SLA date. To update out-of-the-box incident types, you need to either duplicate or detach them.
3. In the SLA field, add the weeks, days, and hours required.

   Estimate how long the incident should take from being ingested into Cortex XSOAR until it is closed. For example, if you expect your incident type to be closed within 36 hours, select 1 day and 12 hours.
4. (Optional) Set a reminder before the SLA expires.

   The owner of the incident will receive an email that the SLA expiration date is approaching.
5. Save the incident type.
6. (Optional) To test the SLA, go to the integration instance where you ingest incidents.

   <div data-gb-custom-block data-tag="hint" data-style="info" class="hint hint-info"><h3>Note</h3><p>Any previous incident types that were ingested will not have the SLA set. You need to ingest the incidents again.</p></div>

   1. Open the instance settings and select Fetches incidents (if not already set).
   2. Save the instance.

      After the instance fetches incidents, you may want to turn off the fetched incidents setting.
   3. Go to the incidents page and search for the incident type.

      You should see the SLA date.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://cortex-docs.paloaltonetworks.com/cortex-xsoar-8-saas/configure-cortex-xsoar/slas/configure-an-sla-in-an-incident-type.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.