Add SLA Values

For the configured SLA Type and Rule a Value is defined, and based on the configured Criteria appropriate values are selected. The Criteria values are captured from the selected transaction table that is configured on the SLA Rule. 

To configure SLA Value, perform the following steps:

• Configure General

• Select Criteria

• Add Value

Configure General

The General stepper is displayed when a New SLA Value is created. By selecting appropriate Domain, Sub Domain, and Tenant the Application Designer should select the required SLA Type and SLA Rule. Upon performing these actions a New SLA Value can be created and the General stepper is displayed.

To configure General details, perform the following steps:

1.  Log in as Application Designer.
   App Portal is displayed.

   

   Figure: App Portal
   

2. Select Application Group and then select an Application.

   

   Figure: Applications
   

3. Click gear icon and select Design Studio.

   

   Figure: Design Studio
   

4. Select Module from the dropdown list.
   The list provides configured Modules within the Application.

   

   Figure: Module
   

5. Navigate to Designers > SLA Designer > SLA Value.

   

   Figure: SLA Designer
   

6.  Select Domain and Sub Domain by expanding the dropdown icon.

   

   Figure: SLA Value
   

7.  Select Tenant from the Tenant tabs.
   SLA Type and SLA Rule dropdowns are displayed.

   

   Figure: SLA Value

   Note

   Based on the selected SLA Type all the SLA Rules are displayed and based on selected SLA Rule, the SLA Value list is loaded along with an option to Add a new SLA Value.

8. Select SLA Type and SLA Rule from the dropdown list.
   SLA Value list is loaded.

   

   Figure: SLA Value list
   

9. Click New.
   SLA Value configuration screen is displayed.

   

   Figure: Add SLA Value
   

10. All the fields in the General section are pre-populated based on the previous selection.
    
    The following table provides details about the Fields.

    Field	Description
    Domain	Specify the name of the Domain. The value is pre populated from the selection on the list page.
    Sub Domain	Specify the name of the Sub Domain. The value is pre populated from the selection on the list. page.
    Tenant	Specify the name of the Tenant(s). This is multi-select dropdown list, one or more Tenant(s) can be selected.
    SLA Type	Specify the selected SLA Type on the list page. However, the value can be changed form the dropdown list.
    SLA Rule	Specify the selected SLA Rule on the list page. The value can be changed from the dropdown list.
    Active	By default, Active switch is enabled. When the control is turned on it indicates that the SLA Value is ready to use in the Application.

Select Criteria

The SLA Criteria Field is defined in the SLA Rule, according to the defined columns from the transaction table the Criteria Field and its values are displayed. 

To select Criteria, perform the following:

1. Expand Criteria section.
   The configured Field for criteria is displayed.

   

   Figure: Add SLA Value
   

   Note

   In above screenshot, you are able to see Priority Field in the Criteria because, Priority Based SLA is selected as SLA Rule. This Rule is configured with the Priority as a Criteria from the Manage Incidents Table.

   SLA Criteria from SLA Rule

   In the following figure, the selected SLA Rule configuration is displayed. Here, under the SLA Criteria stepper, from the Table Manage Incidents, Priority is chosen as Criteria.

   

   Figure: SLA Rule Criteria Configuration

2. Select value(s) from the Field dropdown.

   

   Figure: Add SLA Value
   

   Notes

   • Multiple values can be considered as Criteria using multi-select option.

   • All the values that are displayed here are from the selected Tenant(s)'s SLA Type and Rule.

Add Value

Actions that an Application Designer can perform on SLA Value are as follows:

• Add SLA Value

• Override SLA

• Is Deadline Editable

Add SLA Value

For the selected SLA Criteria, SLA Value is defined. Value is defined in terms of Days, Hours and Minutes. 

To add SLA Value for the Criteria, perform the following steps:

1.  Expand the Value.
   SLA Value fields are displayed.

   

   Figure: Add SLA Value

2. Select SLA Value by clicking on Time icon .
   A pop-up time window to select the Days, Hours and Minutes is displayed.

   

   Figure: Add SLA Value
   

3. Upon adding the values, click outside the popup window.
   The added values are displayed on the field.

   

   Figure: Add SLA Value

Override SLA

Override will replace Breached SLA value with a new SLA Value. Lets consider a ticket for which an SLA has Breached:

• If the Override is ON and the requestor changes the Criteria value on the ticket then Breached SLA re-starts as new SLA Value. By default, this control is enabled.

  Enabled Override SLA

  

• If the Override is OFF and the requestor changes the Criteria value on the ticket then the Breached SLA remains Breached, that's unchanged.

  Disabled Override SLA

  

The following graphic represents the functionality as a use-case.

Is Deadline Editable

The option Is Deadline Editable allows the defined personas to edit the Deadline on the SLA Widget in the ticket. By default, this switch control is OFF. 

To configure the edit deadline option, perform the following steps:

1. Enable Is Deadline Editable.
   More options such as to set the frequency of edit and to configure user eligibility to edit are displayed.

   

   Figure: Add SLA Value
   

2. Select user-persona from the Column search list.
   The list is populated with columns from the transaction table that contains all the possible personas required.

   

   Figure: Add SLA Value
   

   Notes

   • The transaction table that is displayed here is the value selected on the General step while defining Rule Characteristics.

   • If (.) Dot Walking mechanism is used then the persona defined at the leaf node should have Analyst access to edit the SLA.

     

3.  Enabling Is Deadline Editable will also provide an option to Edit Deadline one time by turning ON the control switch.
   

4.  Click Submit.

   

   Figure: Success Message

Upon configuring Value, Change history can be viewed and and configured SLA can be managed.

View Change History	Manage SLA