Manage SLA Violation Reason

Managing SLA violation reasons in problem management helps to understand the reason why the SLA was violated. It improves the service quality and enhance customer satisfaction. 

View 

You can view the list of configured SLA Violation Reason for Problem records using the following options:

• Filters
• Search
• Edit

To view the list of configured SLA violation reason values, perform the following steps:

1. Navigate to Design Studio > Select Problem module > Configurations > Problem SLA Configs > SLA Violation Reason.
   The list of configured SLA Violation Reasons is displayed.
   

Figure: SLA violation reason page

The above page displays the list of configured SLA violation reasons for the Problem Records. A specific SLA violation reason(s) list can be viewed based on applied filters or search criteria.

Filters

You have the provision to apply filters on all of the columns or an individual column. This functionality allows you to control the exclusion or inclusion of specific data as per your requirement. You can now focus on relevant data and quickly identify the information required, leading to improved data organization and clarity.

You can apply the individual filters on all the columns. Also, you can arrange the rows in ascending order or descending order.

To apply filters on all the columns as well as on individual columns, perform the following steps:

1. On the SLA Violation Reason(s) list page, click the Filters icon on the top left corner just above the list of forms.
   Figure: Filters
   
   
2. Specify the filter criteria based on your requirements. Select the Match All or Match Any option from the list to filter the data based on the condition selected. The Match All option is selected, by default.
   
3. Select the option to compare the data based on the conditions. Available options are as follows:
   • Starts With
   • Contains
   • Not Contains
   • Ends with
   • Equals
   • Not equals.
     
4. You can click Clear to clear the configured filter and click Apply to set the filter condition.
   

Search

The Search function enables you to search the configured SLA violation reason(s). You can click the search icon and type the SLA violation reason(s) that you want to search.
 Figure: Search SLA violation reason (s)

The application displays the result in the result section for the typed SLA violation reason(s). Click X (close icon) to clear the searched criteria entered.

Edit

The edit SLA violation reason(s) enables you to edit configured SLA violation reason(s) details based on the requirement.

To edit SLA violation reason(s) details, perform the following steps:

1. Navigate to Design Studio and select the required application. Select Problem from the module.
   
   
2. Navigate to Configurations > Problem SLA Configs > SLA violation reason(s). The list of configured SLA violation reason(s) is displayed.
   
   
3.  Click the SLA violation reason ID hyperlink to view the configured details.
   
   
4.  Edit the required details of the form and click Save. Click Submit after the Summary tab to save the modified changes.