Service Level Specification List

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

You can perform following actions on the List page:

• View List page

• Apply Filters

• Audit History

• Service Timings

View SLS List

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

To view the configured SLS, perform the following steps:

1. Log in to the Application as an Admin.
   

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

   Figure: Service Level Specification List

   For more information, refer to the following Field Description:

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

      Figure: SLS - Tile View

Apply Filters

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

3. Filters popup window is displayed. Select the required field details, select the Department and click Submit.
   

   Figure: Service Level Specification List
   

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

   Note

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

   
   Figure: Service Level Specification List
   

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

   

   Figure: Filters

Audit History

The Audit History section provides a transparent, chronological record of all changes made to a Service Level Specification (SLS). It serves as a compliance and accountability tool, allowing stakeholders to see what was changed, when it was changed, by whom, and how the values were updated.

Upon configuring the Service Level Specification, you can view the Audit History on the Action Panel of the configured Service Level Specification.

To view Audit History, perform the following steps:

1. Log in to the application as an Admin.
   

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

   Figure: Service Level Specification List
   

3. Click ID hyperlink to view the configured Service Level Specification.
   

4. Select Audit History by hovering on the Action Panel.
   

   Figure: Audit History
   

5. Audit History popup window is displayed with all the changes made by the user.
   

   Figure: Audit History
   

   For more information, refer to the following:

   Field	Description
   Column Name	Indicate the name of the field within the SLS configuration that was changed.
   Change Date	Indicate the date and time when the change was made.
   Changed By	Indicate the username or ID of the person who made the change.
   Old Value	Indicate the previous value of the field before the change occurred.
   New Value	Indicate the updated or current value after the change.

Service Timings

The Service Timings tab is a critical configuration area that defines when and how SLA metrics such as response SLA and resolution SLA are measured. It allows organizations to align SLA tracking with real-world working hours, holidays, and business contexts like customer, department, or workgroup.

This tab ensures that SLA commitments are realistic, context-sensitive, and measurable only during the agreed service window. It prevents violations from being logged during non-business hours (example: weekends or holidays), making SLA tracking more accurate and fair.

Details

The Details section of Service Timings has the fields that enable user to select the Workgroup, and set the priority of SLS with Response and Resolution Time.

Figure: Service Timings

For more information, refer to the following Field Description:

Service Window

This section defines the operating hours during which the SLA clock should be running.

Figure: SLA Service Window

For more information, refer to the following Field Description:

On configuring the Details and Service Window, click Submit to save the configuration.