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SummitAI Service Management Help

Incident Management

What is Workgroup SLA Window?

The Workgroup SLA Window defines the business hours of a Workgroup. Based on the SLA values, the Resolution and Response deadline values are calculated for an Analyst to respond and resolve the Incidents. You can configure the SLA Window for Incidents of a Workgroup for a Tenant.

To configure Workgroup SLA Window:

  1. Select Incident > Configuration > SLA Configurations > Workgroup SLA Window.
  2. On the WORKGROUP SLA WINDOW page, select the Tenant and type in the new Workgroup SLA Window details. For information about the fields on the  WORKGROUP SLA WINDOW page, see Field Description.
  3. Click SUBMIT. A new Workgroup SLA Window is configured.


Figure: WORKGROUP SLA WINDOW page

Field Description

The following table describes the fields on the WORKGROUP SLA WINDOW page:

Field

Description

DETAILS

Workgroup

Select a Workgroup from the list.

Priority

Select a Priority from the list.

Available SLA Windows

Lists the available SLA Windows. Examples:

  • 24/7 Support: Indicates that the support is available for “24 hours a day, 7 days a week”, usually referring to a service available at all times without any interruption.
  • 24/5 Support: Indicates that the support is available for “24 hours a day, 5 days a week”.
  • 12/5 Support: Indicates that the support is available for “12 hours a day, 5 days a week”.
  • Select one or more SLA options that you want to configure for the Workgroup and click the  icon to move to the Restricted SLA Windows list. For more information about configuring different SLA Windows, see Configuring SLA Service Windows IM.

Restrict SLA Windows

Lists the restricted SLA Windows for a Workgroup. To remove any SLA windows from the Restricted SLA Windows list, click the  icon.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the WORKGROUP SLA WINDOW page.

IMPORT

Click IMPORT to update or create multiple Workgroup SLA Window 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 WORKGROUP SLA WINDOW page (See: Importing Master Template in SummitAI Platform Online Help).





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