Configure Response SLA Violation Reason

Response SLA (Service Level Agreement) Violation Time in incidents refers to the duration within which a support team or service provider commits to respond to an incident or service request from a customer or client. This timeframe is usually defined in the terms of a contract or agreement between the provider and the customer. If the response is not provided within the agreed-upon time frame, a violation occurs.

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

1.  Log in to the application.
   
   
2. Navigate to Design Studio > Service Management > Incident > Configuration > SLA Configuration > Response SLA Violation Reason.
   List of configured Response SLA Violation Reason is displayed, along with an option to configure a new.
   Figure: Response SLA Violation Reason List
   
   
3.  Click New.
   Configuration page is displayed.
   Figure: Response 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 Response SLA Violation Reason	Specifies the name given to the IM Response SLA Violation. Note Reason for missing the agreed-upon time frame for responding the Incident.
   Description	Describes the reason for Response SLA Violation.
   Sort Order	Specifies a value to set the sorting position for the Response 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 Response SLA Violation Reason is executed alphabetically on the pages irrespective of the number of Response SLA Violation Reasons that are configured with the same Sort Order or without any sort order. Example If Response SLA Violation Reason (Hardware Unavailability) is configured with sort order value 1. Response SLA Violation Reason (Vendor Dependency) is configured with sort order value 2. Response SLA Violation Reason (Hardware Unavailability) is placed above the Response SLA Violation Reason (Vendor Dependency) across all the pages.
   Active	Indicates that the configured Response SLA Violation Reason is Active on all the pages wherever it is been used.
   Default	Indicates if the Response 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 IM Response SLA Violation Reason is displayed on the list.
   Figure: Response SLA Violation Reason list