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Service Management Help

Service Request Management

You can configure SLA by Category for Services Requests (SRs).

To configure SLA by Category:

  1. Select Request > Configuration > SLA Configurations > SLA Matrix.
  2. On the SLA MATRIX page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant and type in new Priority Matrix details. For information about the fields on the SLA MATRIX page, see Field Description.
  4. Click SUBMIT. A new SLA Matrix value is configured.

    SLA MATRIX page
    Figure: SLA MATRIX  page

Field Description

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

Field

Description

DETAILS

Catalogs

Search for the Catalogs.

Priority

Select a Priority to which you want to associate the Category and SLA. If you do not select any Priority, the Priority configured for Customer Matrix is considered for the SLA Matrix.

SLA

Select a Priority to which you want to associate the Category and SLA. If you do not select any SLA, the default SLA is considered for the SLA Matrix.

Override able

If you select this check box, the Analysts can overwrite the configured SLA for the Category.

Active

Indicates the status of the SLA by Category.

  • If selected, the SLA by Category becomes an available option on the other pages of the application.
  • If not selected, the SLA by Category becomes an inactive value. The inactive SLAs by Category are not displayed in the SLA by Category list on the other pages of the application.

ACTIONS

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

SHOW LIST

Click SHOW LIST to display the LIST table showing all the SLA Matrix values configured in the SummitAI application for the selected Tenant.


Figure: SLA MATRIX page: List of SLA Matrix values

  • To edit an SLA Matrix value, click the Service Type. Make appropriate changes and click SUBMIT.
  • To display the inactive SLAs Matrix values, click the Include Inactive check box.

Note:

When the SLA Matrix configurations are displayed under the LIST table, the button ADD NEW and IMPORT are displayed on the ACTIONS panel.

  • Click ADD NEW to configure a new SLA Matrix.
  • Click IMPORT to update or create multiple SLA Matrix configurations, importing the Master Excel template. Upon clicking IMPORT, you will be redirected to the EXCEL MASTERS IMPORT page, where you can download the excel template and fill the required data to update in the SLA MATRIX page. For more information see Importing Master Template.


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