Operational Level Agreements Extension

The operational level agreement (OLA) extension helps define how internal teams work together to meet SLA commitments. While SLAs focus on timelines promised to end users, OLAs break this down further by assigning responsibilities and timelines to the internal groups handling the request.

Key benefits

Breaks down SLA targets into measurable internal timelines, helping teams stay on track.
Automates due time calculation, and violation detection.
Monitors resolution time at each group level to identify delays and bottlenecks.
Flags delays in real time and captures violated OLAs for reporting and analysis.

Install OLA Extension

To install the extension,

Go to Setup > Apps & Add-ons > Extensions. Enter the link to install the extension.
You can also install it directly from the ManageEngine Marketplace.

OLA Configuration

To configure OLAs,

Go to Setup > Custom Configuration.
Select OLA Configuration from the filter.
Click New.
Enter the mandatory details and click Save.

The OLA is applied when a request matches the Site, Group and SLA configured in the OLA.

Applying OLA

Create a request using the OLA template.
The system checks for a matching OLA configuration based on Site, Group, and SLA.
If a match is found, the corresponding OLA is applied to the request. Based on the assigned group’s allocated time and defined operational hours, the system calculates the OLA Due By value and updates it in the request details.
Go to OLA tab in request details page to view the SLA and OLA details.

OLA Update on Group Change

When a request is reassigned to another group before the due time expires:

The current group’s OLA is marked as completed.
A new OLA is applied for the newly assigned group.
A new due time is calculated based on the new group’s allocated time.

Violation Handling

If a group exceeds the assigned OLA time, the OLA is marked as violated.
The group is added to the OLA Violated list in request details.

Note: To configure OLAs, create requests by using the OLA template available after installing the extension.

A maximum of 25 OLAs can be recorded per request.

Limitations

OLA supports only Site, Group, and SLA as criteria. Additional criteria cannot be configured.

Only group resolution time is used to calculate OLA overdue currently.