Resolution SLA Violation Reason

Updated on 13 Dec 2024
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the Resolution SLA (Service Level Agreement) refers to the agreed-upon time frame within which a specific incident or problem must be resolved. This SLA defines the period from when the incident is reported until it is fully resolved and the service is restored to normal operation.

Overview

When configuring the Resolution SLA Violation Time in Incident Management, it is essential to establish a clear framework that aligns with both organizational capabilities and customer expectations. By setting the parameters, organizations can ensure a structured and efficient Resolution to incidents, thereby minimizing potential disruptions and enhancing customer satisfaction.

Use Case

Solution

Novtech's IT support team is frequently unable to resolve incidents within the agreed Resolution SLA due to insufficient staffing during peak hours. This results in a backlog of unresolved tickets and diminished customer satisfaction. The team needs to systematically track the reasons for these Resolution SLA violations to address staffing issues effectively.

Sandra the Application Administrator logs in to the Apex application. Navigates to Design Studio > Service Management > Incident > Configuration > SLA Configuration > Resolution SLA Violation Reason. Creates a new configuration using the New button on the list page. She names it as "Insufficient Staffing" on IM Resolution SLA Violation Reason field and provides a Description detailing how inadequate staffing during specific times impacts resolution times. Sets the Sort Order to 1 so that once configured it is on top of the list page. Enables the Active control and set this as Default due to common cause. By capturing this data, management can identify peak periods that require additional staffing and take corrective actions to align resources with demand, thereby reducing SLA breaches

Configure Resolution SLA Violation Reason

The Resolution SLA Violation Reason has various attributes such as Name, Description, Sort Order, Active and Default controls.

To configure Resolution SLA Violation Reason, perform the following steps:

Log in to the Apex application as an App Admin.
Navigate to Design Studio > Service Management > Incident > Configuration > SLA Configuration > Resolution SLA Violation Reason.
Click New to configure Resolution SLA Violation Reason.

Figure: Resolution SLA Violation Reason List

Select and enter the required details for the fields.

Figure: Resolution SLA Violation Reason

For more information, refer to the following Field Description:

Field	Description
Tenant	Select Tenant from the dropdown.
IM Resolution SLA Violation Reason	Enter the reason for violating Resolution SLA in the IM Resolution SLA Violation Reason field. Hover on the info icon to view the message about the field. Following info message is displayed. "Reason for missing the agreed-upon time frame for resolving the Incident. "
Description	Enter the description about the Resolution SLA Violation Reason.
Sort Order	Specify a value to set the sort order for the Resolution SLA Violation Reason. Note The Sort Order field accepts values from 0 to 999. The Resolution SLA Violation Reason is executed alphabetically on the pages irrespective of the number of Resolution SLA Violation Reasons that are configured with the same Sort Order or without any sort order. Example: If Resolution SLA Violation Reason (Hardware Unavailability) is configured with sort order value 1. Resolution SLA Violation Reason (Vendor Dependency) is configured with sort order value 2. Resolution SLA Violation Reason (Hardware Unavailability) is placed above the Resolution SLA Violation Reason (Vendor Dependency) across all the pages.
Active	Enable Active control, it indicates that the Resolution SLA Violation Reason is Active across all the pages wherever it is used. By default, this is inactive.
Default	Enable Default control, it indicates that the Resolution SLA Violation Reason is set as Default and this value will be considered as Default value when used within the application. By default, this value is set to non-default.

Click Save.
The configured Resolution SLA Violation Reason is displayed on the List page.

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What's Next

Manage Resolution SLA Violation Reason

Table of contents

Overview
Configure Resolution SLA Violation Reason