SummitAI Service Management Help
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Configuring Operation Level Specification (OLS)
You can configure the Operation Level Specifications (OLS) for Incident Management, Service Requests and Problem Management under the DEADLINE tab.
To Configure OLS for a Problem Record
- Login as Admin.
- Navigate to SLA > Operation Level > New Operation Level Specification.
- Select Deadline
The NEW OPERATION LEVEL SPECIFICATION page is displayed.
Figure: NEW OPERATIONAL LEVEL SPECIFICATION - Under PROBLEM MANAGEMENT tab specify the required fields. For more information on the fields, see Field Description.
- Click ADD. The Operation Level Specifications for a problem record is updated.
Field Description
The following table describes the fields on the NEW OPERATION LEVEL SPECIFICATION page:
Field | Description |
Priority | Select the Priority from the drop-down list. The list displays the available options based on the configuration done in Incident Management (Incident > Configuration > Priority). |
Category | Click
Select the category and click OK. |
Response Time | Specify the response time in minutes. |
Resolution Time | Specify the resolution time in minutes. |
Active | If selected, displays the status for the configured problem record as True. If note selected, displays the status for the configured problem record as False. A sample screenshot is shown below:
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Add | Click Add to add and save the configuration. |
To edit a Problem Record Configuration
Perform the following steps to edit the problem record configuration:
- Click
iconto modify displayed under the Edit column.
Figure: Edit OLS - Problem Record - Click Save. The OLS configuration for problem record is updated.
To Configure OLS at Tenant Level
Specify the required fields. The following table describes the fields to be configured at TENANT level.
Field | Description |
Tenant | Select the Tenant from the drop-down list. It will display the list tenants based on configuration under Admin > Tenant for which the SLA module will be available. |
Customer | Select the Customer from the drop-down list. It will display the list of customers based on configuration under Admin > Customers > Customer List. |
Location | Select the Location from the drop-down list. It will display the list of locations based on configuration under Admin > Infrastructure > Common Masters > Common Master Type. |
Date | Displays the system date and time. For Example: 2021-07-12 12:42:25 PM |
Service Name | Specify the service name. |
Status | Displays the status. Available options are as following:
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Source Workgroup | Select the source workgroup. The drop-down list displays all the workgroups under the selected Tenant. Note: Source workgroup (the workgroup from which the Work Order is created) and Target workgroup (the workgroup to which the Work Order is created) cannot be same. |
Target Workgroup | Select the target workgroup. The drop-down displays all the workgroups under the selected Tenant. Note: Source workgroup (the workgroup from which the Work Order is created) and Target workgroup (the workgroup to which the Work Order is created) cannot be same. |
Service Level Manager | Displays the service level manager name based on the service level manager configured for workgroup under SLA > Configuration > Service Level Approver. |
Service Handling | Select the service handling from the drop-down list. |
Description | Specify the short description about OLA configuration. |
Services Offered | Displays the CMDB list. |
Analyst | Displays the list of analysts from the Target Workgroup. |
To view the Approvers
Perform the following steps to configure the approvers for source workgroup and target workgroup.
- Click on Approvals
FIGURE: APPROVALS Tab - Specify the required information on fields. For more information on fields, see Field Description.
Field Description
Field Description | Description |
Source Workgroup Owner | |
Approver | Displays the approver name of based on the selected source workgroup. |
Status | Select the option from the drop-down list. Available options are as following:
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Remarks | Specify short description about source workgroup owner. |
Target Workgroup Owner | |
Approver | Displays the approver name based on the selected target workgroup. |
Status | Select the option from the drop-down list. Available options are as following:
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Remarks | Specify short description about target workgroup owner. |
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