Define Rule Characteristics

The rules specify the standards, metrics, and procedures that will be followed to ensure that the agreed-upon service levels are met. Some common SLA rules that can start, stop, or modify an SLA are Service Level Thresholds, Changes to the service or the infrastructure, and many more.

To configure the General properties, perform the following steps:

1. Log in as an Application Designer.
   The Application Portal is displayed.

   

   Figure: App Portal
   

2. Click Application Group tab and select an Application.

   Example: Application Groups will be configured as  IT, HR, Finance, etc, and Applications are Asset Management, Service Management, etc.

   

   Figure: App Portal
   

3. Click the settings gear icon on the top panel and navigate to Design Studio > Module > Designers > SLA Designer > SLA Rule.

   

   Figure: Service Management Application
   

4. Select Domain, Sub Domain from the top dropdown.
   Example: In the following screenshot, SymphonyAI is the Domain and SymphonyAI Summit is the Sub Domain.

   

   Figure: SLA Rule - Domain and Sub Domain
   

5. Select Tenant tab on the list page and click New SLA Rule.
   Example: Human Resource is a Tenant under which an SLA Rule will be created.

   

   Figure: SLA Rule - Tenant
   

6. SLA Rule Configuration screen is displayed along with the configuration steppers.

   

   Figure: Add SLA Rule
   

7. Enter appropriate details in the required fields.
   Refer to the following table for field description:

   Field	Description
   Name	Enter SLA Rule Name, this Rule name defines the purpose for which the SLA should be calculated. Example: Priority SLA, Customer Based SLA, Location Based SLA etc,.
   Description	Enter the details in the Description that suits the purpose of the SLA Rule. A concise yet comprehensive description of the SLA Rule is provided.
   Domain	Specify the name of the Domain, based on the selection in the List page the Domain value is pre-populated in this stepper. Example: This generally mentions the organization name like SymphonyAI, TCS, Wipro etc.
   Sub Domain	Specify the name of the Sub Domain, based on the selection in the List page the Sub Domain value is pre-populated in this stepper. Example: As a Sub Domain is within a Domain, it will be similar to name or purpose like SymphonyAI Summit being the of Sub Domain under SymphonyAI Domain.
   Tenant	Specify the name of the Tenant, the Tenant name is auto-populated based on the selected Tenant tab on the list page. The Application Designer can select one or multiple Tenants from the dropdown list. All the Tenants are displayed based on the selected Domain and Sub Domain on the list page. Configure SLA Rule on Multiple Tenants All the Tenants displayed in the Tenant dropdown are under the selected Domain and Sub Domain. In the following example Facilities and Human Resource are the Tenants under the Domain SymphonyAI and Sub Domain Summit. Figure: Add SLA Rule - Tenant
   SLA Type	Select SLA Type from the dropdown list. SLA Types are displayed for the selected Tenant. Examples of SLA Type w.r.t Tenants IT Tenant has Two SLA Types configured: Response SLA Resolution SLA HR Tenant has Three SLA Types configured: Response SLA Resolution SLA Turn Around Time SLA Faculties Tenant has One SLA Type configured: Turn Around Time SLA If the selected Tenant is HR then the All the SLA Types in HR Tenant along with other Tenants that share the SLA Types are displayed. Figure: SLA Types
   Execution Order	Enter a value for the Execution Order of the SLA. Notes SLA Rules are processed in order. Higher the number, greater the importance. SLA Rule with the highest order number is executed first. It is recommended to leave gap between each rule, so that its easier to add new rules without having to edit existing rule in the future events. Example: 100, 200, 300 Considering two SLA Rules having the same Execution Order number then the Rule with maximum matching condition will be considered. If both have same matching condition then the latest updated SLA Rule will be processed first. For more information, refer to SLA Rule Execution Order.
   Table	Select the Table from the dropdown list. Example: If the Incident Management module is selected then all the transaction tables from Incident Management are displayed in the dropdown list. Note The Table list is displayed based on the selected Module. Only Transaction Table(s) is displayed and based on these parameters, SLA Criteria can be setup.
   Active	Specifies if the SLA Rule is Active or not. Change in the value will affect all the configuration screens which are dependent on the SLA Rule.
   Default	Specifies if the SLA Rule is Default. There can be only one Default SLA Rule configured for the selected SLA Type and Table. The very first SLA Rule for SLA Type and Table will be a Default SLA Rule. The Execution Order for Default SLA will always have a value of 0 and the field will be disabled. Notes SLA Criteria configuration will be disabled for the Default SLA Rule. While configuring Conditions, Start Condition cannot be defined for the Default Rule.

8.  Click Next.
   Upon performing this action, Application Designer is navigated to configure the SLA Criteria.

To configure SLA Criteria refer to the following:

SLA Criteria