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You can have service level agreements (SLAs) defined for speedy service provided by the Facilities management team. These SLAs help evaluating the efficiency, effectiveness, and responsiveness of the Facilities management team.
SLAs can be defined for each individual or department. Say, if a work request which is governed by SLAs is received by FacilitiesDesk, then the priority for the request is automatically set based on the SLA rules. And if the request is not resolved within the specified time period of the SLA, you also have an option to set the escalation rules and escalate the issue to the higher authority.
Click the Admin tab in the header pane.
In the Work Request block,
select Service Level Agreement icon. The SLA list
page opens.
By default all SLA based mail escalations is enabled. If you wish, you can Disable Escalations.
Four SLA's namely High, Medium, Normal and Low is displayed by default. You can also add more SLA's to the list.
Add New Service Level Agreement
Click Add New SLA link available at the top right corner of the SLA list page.
In the Add SLA form, enter the SLA Name. This is a mandatory field hence cannot be empty.
If required, you can provide a corresponding description for the SLA.
In the SLA rules block set the rules and criteria for the SLA. By default, the radio button Match ALL of the following is selected. If you do not want all of them to be checked but if it is enough if any one of the rules are matched, then select the radio button Match ANY of the following.
Now,
set the criteria from the Select Criteria
combo box, and then choose the individual values that need to be matched
by clicking on the choose button.
This will open the values from the database for that particular parent
criteria that you chose from the combo box. Choose the values you want
and click Select.
For example, if you want to match the requester name John, then select
Requester Name in the combo box.
Now click Choose button, to open
the list of requesters in a pop-up window. Select the requester name from
the list and click Select. For
multiple selection, press Shift
or Ctrl key while selecting the
names. The selected names appears in the text field just before the choose
button.
Click Add to Rules to add the defined rule to the Rules Set.
Set the Resolution Time. If you want this duration to override the operational hours, the select the check box beside Should be resolved irrespective of operational hours. By selecting this, you will be overriding the operational hours of your organization and the due by time is calculated from the creation time without taking into consideration the holidays and operational hours.
If the request is not resolved within the specified resolution time, then you can set the escalation levels for notification. If you want to set the escalation levels, then select the check box available beside the Enable Level 1 notification. The level 1 notification expands.
Click Choose button to choose the technicians to whom the SLA violation should be escalated.
Select any one of the radio buttons to enter the date and time of the escalation.
You can choose to escalate before the violation or after the violation. If you wish to escalate the SLA violation ahead to the technician then click Escalate Before option . Specify the number of days before the SLA violation is about to happen in the text box. This is to escalate to the technician about the onset of the violation. Also specify the time of escalation.
Click Escalate After option to escalate after the violation. Specify the number of days after the SLA violation has occurred to escalate in the text box. Also specify the time of escalation.
Click the Save button to save the SLA and return to the list view. you can set 4 levels of escalations. Click the Save and add new button to save the SLA and add another SLA.
If you want to add more than one SLA, then click Save and add new, instead of clicking Save. This adds the SLA and reopens the add SLA form.
At any point, if you do not wish to add the SLA and would like to get back to the SLA list from the add SLA form, click Cancel. Clicking the View List link on the top right corner of the add SLA form will also take you to the SLA list view.
Edit Service Level Agreement
In the SLA List
page, click the edit icon beside the SLA Name that
you wish to edit.
In the Edit SLA form, you can modify all the fields mentioned in the add SLA form.
Click Save to save the changes . At any point you wish to cancel the operation that you are performing, click Cancel.
Even while editing an SLA, if you wish to add another new SLA, then click Save and add new button instead of clicking Save button after making the changes.
Delete Service Level Agreement
In the SLA List
page, click the delete iconbeside the SLA Name that
you wish to delete. A confirmation dialog is opened.
Click OK to proceed with the deletion. If you do not want to delete the SLA, then click Cancel.
Organize Service Level Agreements
You can organize the SLA to appear in a particular order in the list view by following the steps below:
Click Organize SLA link available above the list of SLAs in the SLA List view. A pop-up window is opened with the list of available SLAs in the order that is appearing the list view.
Select an SLA, and click Move up or Move Down button beside the list.
Click Save.
Note : Organizing the SLAs decide the order in which the SLA is applied on the incoming request.
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