Define Type Characteristics

Configure SLA Type

Configuring the SLA Type within a Tenant involves defining it with a unique name that explains its purpose and provides a brief description of its functionality.

To configure an SLA Type, 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: Application and Application Group
   

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

   

   Figure: SLA Type Navigation
   

4. Select Domain and subsequently on the Domain tree view select Sub Domain in the dropdown.

   

   Figure: SLA Type -  Domain and Sub Domain

5. Select Tenant from the Tenant tab under which the SLA Type will be configured.

   

   Figure: SLA Type - Tenant
   

6. Click New to configure an SLA Type.

   

   Figure: SLA Type
   

7. Enter the appropriate details in the required fields.

   

   Figure: Add SLA Type
   
   For more information, refer to the following field description table.

   Field	Description
   Name	Enter a unique name for the SLA Type. The system provides flexible options to define different SLA Types for different Tenants. Example: HR Tenant may have SLA Types such as Turn Around Time(TAT) on the onboarding process. IT Tenant will have Response SLA Time and Resolution SLA Time.
   Description	Enter a description of the SLA Type that is being configured. Example: For Response SLA Type, define the purpose of why Response SLA is configured in the selected Module.
   Domain*	Specifies the Domain name, by default the value is pre-populated from the selection on the list page. This can be changed from the provided dropdown field. Example: This typically refers to organization names like SymphonyAI, TCS, Wipro etc.
   Sub Domain*	Specifies the Sub Domain name, by default the value is pre-populated from the selection on the list page. This can be changed from the provided dropdown field. Example: If the selected Domain is SymphonyAI then divisions within that can be referred to as Sub Domain. Like, RetailAI, EnterpriseAI, etc.
   Tenant*	Specifies the Tenant name, by default the value is pre-populated from the selection on the List page. Multiple Tenants can be selected using the checkbox in the dropdown list. Example: If the selected Domain and Sub Domain are SymphonyAI and EnterpriseAI respectively then the Tenants under tree structure can be of HR, IT, Finance, and etc.
   Active	Indicates that the configured SLA Type is Active in the system for usage. Enabled SLA Type Active switch: The configured SLA Type can be used across the application. Disabled SLA Type Active switch: The configured SLA Type cannot be used in the application.

8. Click Submit to complete the configuration.
   A success pop-up message along with options to navigate to list or add SLA Rule is displayed.

   

   Figure: Success Message
   

   Success Message Action Buttons

   The buttons on the success message are described as follows:

   • Go to List: Click this button to navigate to the SLA Type List screen.

   • Add SLA Rule: Click this button to configure a new SLA Rule.

Configure SLA Rule