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- 11 Dec 2023
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Overview
- Updated on 11 Dec 2023
- 1 Minute to read
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Evaluate missed target by SLA Violation Reasons!
SLA Violation Reason is configured for problem records if in case the problem record is not resolved within the agreed SLA, then a violation reason should be provided. SLA violations can occur due to multiple reasons such as risks, the complexity of the problem, dependencies on other teams, etc.
To mitigate the SLA Violation Reasons a robust problem management process should be implemented.
User Persona: Administrator
Let's explore the following use case.
Use Case User Persona: Administrator | Solution |
| ACME 's IT department is facing an issue with a critical system failure. Different teams are working together to fix the issue however they are unable to complete it within the agreed SLA. Due to this ACME's customers are frustrated and want to know the reason that is causing the delay in resolution. | Administrator Sam can configure the SLA Violation Reason for different types of problem records. For different types of problems and risks, a unique SLA violation reason can be configured. It can either be a dropdown value that allows analysts to select the appropriate reason, or it can be a text box that analysts should key in the violation reason. |
Configure SLA Violation Reason
SLA Violation Reasons are the different reasons that can be configured in case of any SLA violation.
To configure the SLA Violation Reason, perform the following steps:
- Navigate to Design Studio > Select Module > Configuration > Problem Masters > SLA Violation Reason. The SLA Violation Reason listing page is displayed. Click New.
Figure: SLA Violation Reason List - The SLA Violation Reason is displayed.
Figure: SLA Violation Reason - Enter the required details as described in the following table and click Save.
Figure: SLA Violation Reason List
Figure: SLA Violation Reason| Field | Description |
|---|---|
| Tenant* | Select the Tenant from the list. This is a mandatory field. |
| Violation Type | Select the type of violation from the dropdown. RCA Violation - If the violation is due to a delay in RCA. Resolution Violation - If the violation is due to a delay in Resolution. |
| SLA Violation Reason | Specify the reason for the violation of SLA. |
| Description | Specify a brief description of the SLA Violation Reason. |
| Sort Order | Select the sort order in which the SLA Violation Reason values are displayed or listed within the ITSM system when Analysts are selecting or viewing them. |
| Are comments Mandatory | Enable the toggle button if comments are mandatory for the SLA Violation. |
| Default | Select the check box to display the SLA Violation Reason for the selected Tenant, by default. |
| Active | Select the check box to make the SLA Violation Reason available on the other pages of the application. |
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