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You can define the Response SLA and Resolution SLA for a specific Customer, location, and Tenant and define the SLA Matrix for a Customer. You can also configure Response SLA and Resolution SLA for a specific Vendor, location, and Tenant and define the SLA Matrix for a Vendor.

To configure Customer Matrix:

  1. Select Admin > Basic > Customers > SLA Matrix.
  2. On the CUSTOMER MATRIX page, click ADD NEW on the ACTIONS panel. Type in the new Customer Matrix/ Vendor Matrix details. For more information about the fields on the CUSTOMER MATRIX page, see Field Description.
  3. Click SUBMIT. The SLA Matrix is configured.

    CUSTOMER MATRIX page
    Figure: CUSTOMER MATRIX page


    Field Description

    The following table describes the fields on the CUSTOMER MATRIX page:

    Fields

    Description

    DETAILS

    Configure Matrix

    Lists two values, Customer and Vendor. Select the required option for the Customer Matrix.

    Based on the option selected the fields are displayed on the page.

    Customer

    This field is displayed only when you select the Configure Matrix as Customer. Lists the configured customers. Select the Customer for which you want to add the Customer SLA Matrix. If you select Configure Matrix as Vendor, the Vendor field is displayed listing all the configured vendors. Select the vendor for which you want to add the Vendor SLA Matrix.

    Location

    Select the location for which the SLA Matrix is configured.

    Category

    Select the Category for which the SLA Matrix is applicable.

    Tenant

    Select the Tenant for which the SLA Matrix is configured.

    Urgency

    Select the Urgency for the Incident

    Impact

    Select the Impact for the Incident.

    Priority

    Select the Priority value for the Incident.

    SLA

    Select the SLA.

    Workgroup

    Select the Workgroup to which the Incident should be assigned.

    Overridable

    If selected, the Overridable option is enabled, which means the Analysts can override the configured values and make changes, if required

    Response SLA

    Specify the Response SLA time.

    Resolution SLA

    Specify the Resolution SLA time.

    WORKGROUP-PRIORITY MAPPING

    Workgroup

    Select the Workgroup from the drop-down list for which you want to map the Priority.

    Priority

    Select the Priority from the drop-down list that you want to map with the selected Workgroup. You can select multiple Priorities from the drop-down list. The selected Priorities along with the default Priority are displayed to the Analyst on the INCIDENT DETAILS page. For more information about the INCIDENT DETAILS page, see SUMMIT Service Management Online Help.

    Edit

    Click the icon to edit the Priorities for the selected Workgroup.

    Delete

    Click  icon to delete the particular Workgroup-Priority mapping.

    SLA SERVICE WINDOW

    Enable SLA Service Window

    If selected, the SLA Service window is enabled.

    SLA Window Name

    Type in the SLA Window name. For example:24/7

    Time Zone

    Select the Time zone from the list.

    Holiday Calendar Location

    Select the Holiday Calendar location from the list.

    Is 24/7 SLA

    Select this check box to indicate that the SLA is 24-hour services during a week.

    Default

    Select the check box to configure the SLA Service as default.

    Service Window

    Select the check boxes to define any other SLA Service windows other than the 24/7 window. For example 24/5, 12/ 5, 9/5 and so on. Based on the SLA Window you want to define, select the Weekday, From Time and To Time.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the CUSTOMER MATRIX page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured. Customer/Vendor SLA Matrices.

 
 Figure:  CUSTOMER MATRIX page: List of Customer Matrices

  • To edit a Customer/Vendor SLA matrix , click the Customer. Make appropriate changes and click SUBMIT.

  • To display the inactive Customer/Vendor SLA matrix values, click the Include Inactive check box.

    Note:

    When the Customer/Vendor SLA Matrices are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to configure a new Customer/Vendor SLA Matrix.

References

To add Customers, see Adding Customers.


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