Edit

Editing the SLA offers several benefits, such as customization, aligning with business goals in an agile environment, improved customer satisfaction, and continuous improvement.

SLA can be edited for the following configurations: 

1. Type
2. Rule
3. Value

SLA Type

Upon creating various  SLA Types such as Response, Resolution, Turnaround Time, and Escalation type the same can be edited and modified according to the business requirement from the SLA Type List page.

The following actions can be performed on SLA Type.

• Edit
• Clone

Edit

To edit an existing SLA Type, perform the following steps:

1.  Navigate to Design Studio >Module > Designers > SLA Designer > SLA Type.
   
   
2.  Select Domain and Sub Domain.
   
   
3.  Select Tenant.
   A list of SLA Types is displayed.
   Figure: SLA Type List
   
   
4.  Select ID.
   The configuration page of the selected ID is displayed.
   Figure: SLA Type Configuration
    
5.  Make the required changes.
   
   
6.  Click Update.
   
   
7.  Navigate to the list page.
    The updated SLA Type is reflected on the list page.
   Figure: Edited SLA

Clone

To clone an SLA Type on the list, perform the following steps:

1. Navigate to Design Studio >Module > Designers > SLA Designer > SLA Type.
   
   
2.  Select Domain and Sub Domain.
   
   
3.  Select Tenant.
   A list of SLA Types is displayed.
   
   
4.  Highlight the row for the three dots to appear.
   Figure: SLA Type List
   
   
5.  Click Clone.
   A copy of cloned configuration for the selected ID is displayed.
   Figure: Cloned Copy
   
   
6. Replace the Name with the new name.
   
   
7. Click Submit.
   
   
8. New Name on the list is displayed.
   Figure: Cloned SLA Type

SLA Rule

Upon creating various  SLA Rules such as Priority, Category, Impact, and Urgency the same can be edited and modified according to the business requirement from the SLA Rule List page.

The following actions can be performed on SLA Rule.

• Edit
• Clone

Edit

To edit an existing SLA Type, perform the following steps:

1.  Navigate to Design Studio > Module > Designers > SLA Designer > SLA Type.
   
   
2.  Select Domain and Sub Domain.
   
   
3.  Select Tenant.
   A list of SLA Rules is displayed.
   Figure: SLA Rule List
   
   
4.  Select ID.
   The configuration page of the selected ID is displayed.
   
   
5. Make the required changes.
   
   
6.  Click Update.
   
   
7.  Navigate to the list page.
   The updated SLA Rule is reflected on the list page.

Clone

To clone an SLA Rule on the list, perform the following steps:

1. Navigate to Design Studio >Module > Designers > SLA Designer > SLA Rule.
   
   
2.  Select Domain and Sub Domain.
   
   
3.  Select Tenant.
   A list of SLA Rules is displayed.
   
   
4.  Highlight the row for the three dots to appear.
   Figure: Clone
   
   
5.  Click Clone.
   A copy of cloned configuration for the selected ID is displayed.
   Figure: Cloned SLA Rule
   
   
6. Replace the Name with the new name.
   
   
7. Click Submit.
   
   
8. New Name on the list is displayed.
   Figure: Cloned SLA Rule

SLA Value

Upon creating an SLA Value the same can be edited and modified on the list page.

Following actions can be performed using SLA Value.

• Edit
• Clone

Edit

To Edit an SLA, perform the following steps:

1.  Navigate to Design Studio > Module > Designers > SLA Designer > SLA Type.
   
   
2.  Select Domain and Sub Domain.
   
   
3.  Select Tenant.
   A list of SLA Values is displayed.
   Figure: SLA Value list
   
   
4. Select ID.
   The configuration page of the selected ID is displayed.
   
   
5. Make the required changes.
   
   
6.  Click Update.
   
   
7.  Navigate to the list page.
    The updated SLA Rule is reflected on the list page.

Clone

To clone an SLA Value, perform the following steps:

1. Navigate to Design Studio >Module > Designers > SLA Designer > SLA Value.
   
   
2.  Select Domain and Sub Domain.
   
   
3.  Select Tenant.
   A list of SLA Values is displayed.
   
   
4.  Highlight the row for the three dots to appear.
   Figure: Clone SLA Value
   
   
5.  Click Clone.
   
   
6.  Make the required changes.
   
   
7.  Click Submit.