Configure Resolution SLA Violation Reason

Configuring resolution SLA violation reasons in Change Management ITSM is crucial for understanding and addressing the factors contributing to SLA breaches. This practice empowers organizations to enhance their change management practices, optimize processes, foster stakeholder trust, and consistently improve service delivery. By categorizing and analyzing the reasons behind SLA violations, organizations can establish a culture of accountability, data-driven decision-making, and continual refinement of their change management processes.

To configure Resolution SLA Violation Reason for a change, perform the following steps:

1.  Log in to the application.
   
   
2.  Navigate to Design Studio > Service Management > Change > Configuration > Change SLA Configs > Resolution SLA Violation Reason.
   List of configured Resolution SLA Violation Reason is displayed, along with an option to configure a new.
   Figure: Resolution SLA Violation Reason list
   
   
3.  Click New.
   Configuration page is displayed.
   Figure: Resolution SLA Violation Reason Configuration
   
   
4.  Enter the appropriate details in the required fields.
   
   Refer to the following table for field description:

   Field	Description
   Tenant	Specifies the Tenant name.
   CR Resolution SLA Violation Reason	Specifies the name given to IM Resolution SLA Violation Reason. Note Reason for missing the agreed-upon time frame for resolving a Change Request.
   Description	Describes the reason for Resolution SLA Violation.
   Sort Order	Specifies a value to set the sorting position for the Resolution SLA Violation Reason in the list or the drop-down across the pages. Note The Sort Order field accepts values from 0 to 999. The Resolution SLA Violation Reason is executed alphabetically on the pages irrespective of the number of Resolution SLA Violation Reasons that are configured with the same Sort Order or without any Sort Order. Example If Resolution SLA Violation Reason (Complex Verification Process for Critical Patch) is configured with sort order value 1. Resolution SLA Violation Reason (Complex Change) is configured with sort order value 1. Resolution SLA Violation Reason (Complex Change) is placed above the resolution SLA Violation Reason (Complex Verification Process for Critical Patch ) across all the pages.
   Active	Indicates that the configured Resolution SLA Violation Reason is Active on all the pages wherever it is been used.
   Default	Indicates if the Resolution SLA Violation Reason is set as Default then this value will be considered as Default value when used across the pages.

5.  Click Save.
   Configured Resolution SLA Violation Reason is displayed on list.