Select SLA Criteria

SLA criteria refer to the specific requirements and standards outlined in a Service Level Agreement (SLA) that must be met by the service provider. These criteria typically include performance metrics, service levels, and other key elements that define the expected quality of service delivery.

Note

A criteria is defined based on which the SLA should be calculated.

Prerequisites

Let's start with a new SLA Rule configuration to relate between non-default SLA Rule to establish criteria and conditions. Before the Criteria stepper, General details are configured. For more details refer to Define Rule.

Configure Criteria

To configure SLA criteria, perform the following steps:

1. Select a Column from the Table.

   Note

   Only referenced fields are displayed, like dropdowns, tree views, etc, and not the static fields (like description, symptom).

   

   Figure: SLA Criteria

   Icon	Description
   	Click the Add icon for a new field value. If multiple field values are added using the + icon the default condition that is between the fields is the AND operator.
   	Click the Delete icon to remove the existing field value.

2. Click Next.
   The Application Designer is navigated to configure conditions for the defined criteria.

Implication of SLA Criteria in SLA Value

Configured SLA Criteria is displayed in the SLA Value for the Application Designer to select a Value for the defined Criteria.

Example:
In the Priority SLA when the SLA Criteria is selected as Priority from Transaction Table named Manage Incidents. Then the same is reflected in the SLA Value when the SLA Rule is selected as Priority SLA.

Figure: SLA Rule Details

Configured SLA Criteria reflecting in SLA Value configuration screen

Figure: SLA Value Details

Upon defining the Criteria, Conditions must be configured. To configure Rule Conditions, refer to the following:

Conditions