Publish SLA Rule

An SLA summary provides a concise overview of the key aspects and terms outlined in an SLA Rule which comprise SLA Types such as Response SLA, Resolution SLA, and Turnaround Time. Table from which the fields are selected for SLA criteria and Conditions defined on them. A summary of the created SLA Rule is displayed on the Publish Status stepper.

The following actions can be performed on Publish stepper:

• Designed
• Published
• Mantainence
• Retired

Designed

Upon configuring the SLA Rule, the publish stepper identifies the configuration as Designed and allows the Application Designer to publish the configured SLA Rule as Designed.

To Publish the Designed SLA Rule, perform the following steps:

1.  Navigate to Design Studio > Module > Designers > SLA Designer > SLA Rule.
   
   
2.  Upon Configuring the SLA conditions as explained in Rule Conditions, Publish stepper is displayed.
   
   
3.  Review the summary of the configuration.
   
   
4.  Designed is the default value for the new configuration which it is selected.
   Figure: Designed
   
   
5. Click Submit.
   
   
6. An option to Go To List or Add SLA Value is displayed. Figure: Success Message
   
   
7. Click Go To List.
   SLA Rule list with all the updated values is displayed.
   Figure: SLA Rule List

Published

Only published SLA Rule configurations can be used by the users.

To Publish the SLA Rule, perform the following steps:

1.  Navigate to Design Studio > Module > Designers > SLA Designer > SLA Rule.
   
   
2.  A list of SLA Rules having various statuses is displayed.
   Figure: SLA Rule List
   
   
3.  Click ID with the status as Designed.
   The rule configuration page is displayed.
   Figure: Publish SLA
   
   
4. Select Published.
   
   
5. Click Update.
   Success message is displayed.
   Figure: Success Message
   
   
6.  Select GO TO LIST.
   
   
7.  An updated SLA Rule on the list page is displayed as Published.
   Figure: Published SLA

Maintenance

Upon publishing an SLA if the user likes to work on it and does not want users to use it for a certain period of time due to business requirements, they can certainly achieve this by pushing the SLA rule to the maintenance window. During this state, the SLA Rule configuration will not be available for users to use it.

To configure the maintenance window for SLA Rule, perform the following steps:

1.  Navigate to Design Studio > Module > Designers > SLA Designer > SLA Rule.
   
   
2.  Select ID with Published Status.
   
   
3.  Click Publish Stepper.
   Various status options are displayed.
   Figure: Maintenance
   
   
4.  Select Maintenance.
   
   
5.  Click Update.
   
   
6. A message  You have successfully updated the SLA Rule is displayed.
   
   
7.  Click GO TO LIST.
   
   
8.  An updated Status as Maintenance of the SLA Rule is displayed.
   Figure: Maintenance Status
   
   
   Note

   If the published SLA Rule is mapped to the SLA Value, the same cannot be put into maintenance.
    
   Following message will be displayed upon performing the action:
   There are "n" SLA values mapped to the SLA Rule Name. Deactivate the SLA Value before changing the publish status of the SLA Rule.
   
   n: represents the count.
   Figure: Publish

Retired

If the user no longer requires the SLA Rule, the same can be Retired from the SLA Rule list.

To Retire an SLA Rule, perform the following steps:

1. Navigate to Design Studio > Module > Designers > SLA Designer > SLA Rule.
   
   
2. Select ID with Published or Maintenance Status.
   
   
3. Click Publish Stepper.
   Various status options are displayed.
   Figure: Retired
   
   
4.  Select Retired.
   
   
5.  Click Update.
   
   
6. A message  You have successfully updated the SLA Rule is displayed.
   
   
7.  Click GO TO LIST.
   
   
8.  An updated Status as Retired of the SLA Rule is displayed.
   Figure: Retired Status
   
   
9.  Select ID with retired status and click Publish stepper.
   The retired SLA Rule configuration is displayed.
   Figure: Retired
   
   
   Note

   Once the status is changed to retired, this cannot be reverted.

Upon Publishing SLA Rule, view for any changes on the Change History. Once the Rule is configured and published a value must be defined on SLA Value. Following are the reference links:

Change History	Configure SLA Value