Once the events to be measured have been modeled it is necessary to determine which tickets should have SLA measurements applied.
In many cases there will be a need for all tickets to be measured for SLA performance with the possibility of performing a different type of measurement for each Policy.
However, it is also sometimes the case that only a specific type of ticket should be placed under SLA measurement, or there might be exceptions under which SLA measurement shouldn't be applied.
Rules can be specified and additional configuration settings enabled to determine if, when and how SLA measurement should be applied to tickets.
Full instructions explaining how to define and refine the scope of the SLA solution can be found in the following article: Adjusting the Scope of your SLA Setup