Underpinning Contract Specification List

The configured Underpinning Contract Specifications are displayed on the List page for the Admin to manage the UCS. The list page provides the data about the each of the configured UCS with a column header.

You can perform following actions on the List page:

• View List page

• Apply Filters

• Change History

• Service Timings

View UCS List

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

To view the configured UCS, perform the following steps:

1. Log in to the Application as an Admin.
   

2. Navigate to SLA > User > Underpinning Contract > Underpinning Contract Specification List.
   Underpinning Contract Specification List is displayed.
   

   Figure: Underpinning Contract Specification List

   For more information, refer to the following Field Description:

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

      Figure: UCS - Tile View

Apply Filters

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

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

   Figure: Underpinning Contract Specification Filters
   

4. Based on the selected fields, UCS list page is displayed.

   Note

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

   
   Figure: Underpinning Contract 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

UCS Change History

Any changes made on the UCS configuration is logged under the Change History of the Actions Panel. To view the changes made on the UCS, perform the following steps.

1. Log in to the application as an Admin.
   

2. Navigate to SLA > User > Underpinning Contract > Underpinning Contract Specification List.
   Specification List is displayed.
   

   Figure: Underpinning Contract Specification List
   

3. Click on the ID hyperlink.
   

   Figure: UCS ID
   

4. Hover on history icon  and click Change History on the Action panel to view the configuration changes made on that particular UCS.

   Note

   Hover on the Change History and the following ToolTip is displayed:

   “View all the changes that occurred on the Operational Level Specification record“.

   

   Figure: Change History
   

5. Change History popup window is displayed. Click close icon to close the window.
   

   

   Figure: UCS Change History

Service Timings

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

This 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.

To access Service Timings, perform the following steps:

1. Log in to the application as an Admin.
   

2. Navigate to SLA > User > Underpinning Contract > Underpinning Contract Specification List.
   Specification List is displayed.
   

   Figure: Underpinning Contract Specification List
   

3. Click on the ID hyperlink.
   

   Figure: UCS ID
   

4. Hover on timing icon  and click Service Timings on the Action panel to view the configuration changes made on that particular UCS.

   Note

   Hover on the Service Timings and the following ToolTip is displayed:

   “Define the SLA window. The SLA window indicates the agreed Service hours between the Customer and Service Provider. Based on the defined SLA window, the escalations take place“.

   

   Figure: Service Timings

Note

If the Underpinning Contract Specification is Approved you cannot modify the Service Timings, the following message is displayed.

Figure: Service Timings

Details

The Details section of Service Timings has the fields that enable user to select the Workgroup, and set the priority of UCS 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.