Service Level Agreement List

The configured Service Level Agreements are displayed on the List page for the Admin to manage the SLA ( Service Level Agreement). The list page provides the data about the each of the configured SLA using a column header.

You can perform following actions on the List page:

• View List page

• Apply Filters

• Change / Audit History

• Service Timings

View SLA List

After you configure the SLA, the SLA is added to the List page. You will be able to view the configured SLA attributes such as ID, Created Date, Service Name, Status, Description and Service Group details in a list format.

To view the configured SLA, perform the following steps:

1. Log in to the Application as an Admin.
   

2. Navigate to SLA > User > Service Level > Service Level Agreement List.
   Service Level Agreement List is displayed.
   

   Figure: Service Level Agreement List

   For more information, refer to the following Field Description:

   Field	Description
   ID	Specify the SLA name, you must click on the ID to view the SLA configuration.
   Created Date	Indicate the data of SLA creation along with Time.
   Service Name	Displays the Service Name of the configured SLA.
   Status	Displays the current status of the SLA enabling it easy for the user to identify the state of SLA from the List page.
   Description	Displays the description that is configured in the SLA.
   Service Workgroup	Displays the Service Workgroup name that is assigned on the particular SLA configuration.

3. You can further view the list page in the following display:
   

   1. Tabular View: To view the list page in a table format select Tabular View option on the List page.
      By default this option is selected an appears as displayed in the previous figure.
      

   2. Tile View: Click Tile View on the list page to view the SLA configuration details in a card format. The following figure displays its view.
      

      Figure: SLA - Tile View

Apply Filters

To find the required SLA configurations on the list page, you are enabled to Filter and Search the required SLA details on the List page. This makes it easy and convenient for the user to find the SLA and look for the required details within the list page quickly.

To apply Filters, perform the following steps:

1. Log in to the application as an Admin.
   

2. Navigate to SLA > User > Service Level > Service Level Agreement List.
   

3. Filters popup window is displayed. Select the Department, other required fields and click Submit.
   

   Figure: Service Level Agreement List
   

4. Based on the selected fields, Requirement list Page is displayed.

   Note

   A List of configured SLAs are displayed for the selected Tenant.

   
   Figure: Service Level Agreement List
   

5. To make any further search changes to the list page, click Filters icon  filter the required search result and click Submit.

   

   Figure: Filters

Change / Audit History

You will be able to view the changes made on a particular SLA through the Change History on Action Panel of the Record. This provides details about the old value and the new value along with more information.

To view the changes on the SLA configuration that is taken from the Master Data, perform the following steps:

1. Log in to the application as an Admin.
   

2. Navigate to SLA > User > Service Level > Service Level Agreement List.
   SLA List page is displayed.
   

   Figure: SLA List
   

3. Click on the SLA ID hyperlink to view the SLA configuration.
   

4. Hover on the Action Panel and select Change History to view the changes on the SLA.
   

   Figure: SLA Configuration
   

5. Audit History is displayed.
   

   Figure: Audit History

   More details in New Value

   If the New value contain more details, then perform the following:
   
   Click More.. to view the full details on the New Value column.

   Figure: New Value

   Audit History for that particular value is displayed in a new popup window.
   Figure: Audit History

Service Timings

You should be able to view the details on the days that SLA is executed.. Details such as Customer, Location, Response and Resolution times.

To view the Service Window timings for the SLA, perform the following steps:

1. Navigate to SLA > User > Service Level > Service Level Agreement List.
   SLA List page is displayed.
   

   Figure: SLA List
   

2. Click on the SLA ID hyperlink to view the SLA configuration.
   

3. Hover on the Action Panel and select Service Timings to view the changes on the SLA.
   

   Figure: SLA Configuration
   

4. Service Timings popup window is displayed along with the details.
   

   Figure: Service Timings