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:
- Select Admin > Basic > Customers > SLA Matrix.
- 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.
- Click SUBMIT. The SLA Matrix is configured.
Figure: CUSTOMER MATRIX page
Field DescriptionThe 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 Edit icon to edit the Priorities for the selected Workgroup.
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.