Configure Resolution SLA Violation Reason

Resolution SLA (Service Level Agreement) Violation Time in incidents refers to the duration within which a support team or service provider commits to resolving or closing an incident or service request after it has been acknowledged and assigned. Like Response SLAs, these timeframes are usually defined in service contracts or agreements between the provider and the customer. If the incident is not resolved within the agreed-upon time frame, a violation occurs.

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

1.  Log in to the application.
   
   
2.  Navigate to Design Studio > Service Management > Incident > Configuration > SLA Configuration > Resolution SLA Violation Reason.
   List of configured Resolution SLA Violation Reason is displayed, along with an option to configure a new.
   Figure: Resolution SLA Violation Reason list
   
   
3.  Click New.
   Configuration page is displayed.
   Figure: Resolution SLA Violation Reason Configuration
   
   
4. Enter the appropriate details in the required fields.
   
   Refer to the following table for field description

   Field	Description
   Tenant	Specifies the Tenant name.
   IM Resolution SLA Violation Reason	Specifies the name given to IM Resolution SLA Violation Reason.
   Description	Describes the reason for Resolution SLA Violation.
   Sort Order	Specifies a value to set the sorting position for the Resolution SLA Violation Reason in the list or the drop-down across the pages. 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	Indicates that the configured Resolution SLA Violation Reason is Active on all the pages wherever it is been used.
   Default	Indicates if the Resolution SLA Violation Reason is set as Default then this value will be considered as Default value when used across the pages.

5. Click Save.
   Configured Resolution SLA Violation Reason is displayed on list.
   Figure: Configured list of Resolution SLA Violation Reason