Configuring Service Level Agreements

 

You can have service level agreements (SLAs) defined for intra-organization service provided by the IT help desk team. These SLAs help evaluating the efficiency, effectiveness, and responsiveness of your help desk team. The SLAs can be defined for each individual, or departments, or workstations. When requests from any of the three that are governed by an SLA is received by the application, the priority is automatically set based on the SLA rules. Also, if the request is not resolved within the time specifications of the SLA, then you can set the escalation rules also. To open the SLA configurations page

  1. Login to the SupportCenter Plus application with admin username and password.
  2. Click the Admin tab in the header pane.
  3. In the Helpdesk block, click the Service Level Agreement iconSLA Icon. The resulting page will display the available list of SLAs. You can add, edit, or delete SLAs.

Add New Service Level Agreement

 

To add an SLA

  1. Click Add New SLA link available at the top right corner of the SLA list page.
  2. In the Add SLA form, enter the SLA Name. This field cannot be empty.
  3. If required, you can provide a corresponding description for the SLA.
  4. 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.
    SLA Rules Block
  5. Now, set the criteria by selecting 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 contact name John, then select Contact Name in the combo box. Now click Choose button, to open the list of contacts in a pop-up window. Select the contact name from the list and click Select. For multiple selection, press Shift or Ctrl key while selecting the names. The selected names will appear in the text field just before the choose button.
  6. Click Add to Rules to add the defined rule to the Rules Set.
  7. 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 will be calculated from the creation time without taking into consideration the holidays and operational hours.
  8. 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.
  9. Click Choose button to open the list of available support rep names in a pop-up window.
  10. Choose the list of support reps to whom the escalation notification needs to be sent, and click Select.
  11. Set the time after which the escalation must be done. Similarly, you can set 4 levels of escalations.
  12. Click Save once you are done with all the above.

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.

 

The SLAs escalations are enabled by default. If you want to disable SLA escalations, click the Disable Escalation button in the SLA List view.

 

Edit Service Level Agreement

 

To edit an existing SLA

  1. In the SLA List page, click the edit iconbeside the SLA Name that you wish to edit.
  2. In the Edit SLA form, you can modify all the fields mentioned in the add SLA form.
  3. To edit the Rules Set, click the edit iconbeside the individual rule. The respective selection window is opened in a separate pop-up. You can choose more values or remove a few values by deselecting them.
  4. You can also delete a rule completely. To delete a rule, click the delete iconbeside the individual rule.
  5. In the escalations, you can add or remove support rep names from the Escalate to text field. Click Choose button and in the pop-up select or deselect names.
  6. Click Save to save the changes performed. 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

  1. In the SLA List page, click the delete iconbeside the SLA Name that you wish to delete. A confirmation dialog is opened.
  2. 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:

  1. 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.
  2. Select an SLA, and click Move up or Move Down button beside the list.
  3. Click Save.

Organizing the SLAs decide the order in which the SLA is applied on the incoming request.



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