Service Catalog - Service Level Agreement

Service Level Agreement evaluates the efficiency, effectiveness, and responsiveness of the help desk team. The services created in the application can be exclusively assigned with specific SLAs thereby setting a due by date for the service requests. Escalation rules can also be set if the request is not attended to and resolved within the specified time.

To access the SLA configuration wizard page,

Role Required: Users with SDAdmin/HelpdeskConfig roles.

Go to Setup > Automation > Service Level Agreements.

On the displayed page, you can add, edit, organize and delete SLAs.

Add New SLA

Click New SLA.
Provide a name and description for the SLA in the corresponding fields.
Under Conditions, you can set the condition to be applied when a request arrives. Enable either Apply conditions based on criteria or Apply no condition by clicking the respective radio button.
If you choose Apply conditions based on criteria, select the criteria and condition from the respective text box and choose individual values that need to be matched from the relevant list that drops down.

The Apply conditions based on criteria section will be available only when the Use condition based SLAs or Use both user selected and condition based SLAs option is configured in Advanced Portal Settings.

Click to add another rule and choose between AND/OR to match all/any of the configured rules, respectively.
If you choose Apply no condition, the SLA will be applied on all incoming requests.
Under Responded within and Fulfilled within combo box, set the response time and resolution time for a service request in terms of days, hours, and minutes. The specified response time should be less than the resolution time.
If a service request should be fulfilled irrespective of the working hours and holidays, enable the Should be resolved irrespective of operational hours check box.

The due by time will be calculated depending upon the operational hours and holidays of the specific site in which the request is raised.

Escalate service requests to technicians and organization roles, if the requests are not resolved within the specified resolution time. Select the check box beside Enable Level 1 Escalation.
You can choose to escalate before or after the violation. If you wish to escalate a request before the SLA violation, click the Escalate Before option. This informs selected users about the impending violation. Specify the number of days before the SLA violation and also specify the time of escalation.
You can choose the Escalate After option to escalate after the violation. Specify the number of days after the SLA violation has occurred in the text box. You can also specify the time of escalation.
Click the Escalate To field and select organization roles/ technicians from the list to whom you wish to escalate.
Click the Select Custom Actions drop-down to select the escalation notification type. You can choose either Notification or Field Update.

Escalation notification template can be configured under Setup > Automation > Notification Rules.

Similarly, there are four levels of escalation when the resolution time is violated.
Click Save.

You will be directed to Edit Service Request SLA page, You can modify the SLA details and click Save.
To associate a service template with the SLA, navigate to Associated Templates.
Click Associate, you will be directed to an Associate Template form.

Note: If the selected template already has another SLA associated as its default SLA, selecting the above option will overwrite the same.

You can associate multiple service request templates with an SLA, one at a time.

List View Actions

You can also dissociate the template from the Associated Templates tab inside SLA edit form. Select the service template(s) and click Dissociate.

Organize SLA

Organizing the SLAs decide the order in which the SLA is applied on the incoming service request. You can organize the SLA to appear in a particular order in the list view.

Note: Organize SLA is available only when Use condition based SLAs or Use both user selected and condition based SLAs option is configured in Advanced Portal Settings.

Service Catalog - Service Level Agreement

Add New SLA

List View Actions

Edit SLA - Click the icon beside the SLA name and select Edit to modify the SLA details. You can also associate/dissociate a service template from the Associated Templates tab inside SLA edit form.

Associate Service Template - Click the icon beside the SLA and select Associate Template.

Dissociate Service Template - Click the icon beside the SLA and select Dissociate Template. Select the template which you wish to dissociate and click Dissociate Template(s).

Enable/Disable SLA - Click the icon beside the SLA and select Enable/Disable to enable or disable the SLA. You can also enable or disable the SLAs by toggling the Status.

Delete SLA - To delete the SLA in bulk, select multiple SLAs and click Delete. To delete a single SLA, click the icon beside the SLA and select Delete.

View SLA Details - Click the arrow beside the SLA to view the conditions and criteria configured for the SLA.

SLA based Mail Escalation - By default, all SLA based mail escalations will be enabled. To disable it, click Disable all SLA based mail escalations.

Organize SLA