CI: SLA

Use this function to assign an SLA to the selected asset.

For System Administrators: Refer to Admin > Others > Service Legal Agreements for details on setting up SLAs.

1.

From the navigation pane, select Configuration Management > Configuration Items. The Configuration Items window displays.

2.

Select a record in the list. A new window opens and the Details tab displays.

3.

Click the SLA tab.

4.

In the Response Time field, specify the maximum amount of time that can pass before a response must occur.

5.

In the Resolution Time field, specify the total time allowed to find a resolution. The Resolution Time cannot be smaller than the total of all the other times (e.g., Response Time plus 1st Level Support, etc.).

6.

In the Support Level fields, specify the amount of time allows for each support level to respond.

7.

In the Escalate section, do the following:

a.

For the fields in the first column, specify when an action should take place, either Before or After the specified time duration has occurred.

b.

For the fields in the second column, select the amount of time that can elapse before a notification is sent to the users, roles, groups, and departments specified. Multiple options can be selected.

c.

For the actions in the third column, click + sign to indicate who receives a notification that activity has been escalated. .

8.

When all selections/entries are made, click Save.

 

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