Monitoring SLA_IM
- Enterprise IT
- Mayuresh Balaji Kamble (Unlicensed)
- Chilukuri Srinivasa Reddy (Unlicensed)
- Shilpa K (Deactivated)
SummitAI Service Management Help
Configuring Incident Management Module
Configuring Custom Fields for Incident Management
Configuring Category Incident Management
Configuring ETR E-mail Notifications
Configuring Incident E-mail Notifications
Configuring SLA Service Windows
Configuring Workgroup SLA Window
Configuring Information Ticker
Configuring Voice Call Notifications
Mapping Standard Operational Procedures
Configuring End User Incident Details Page
What is SLA Monitoring?
The Analysts can monitor the SLA of the Incident or Service Requests (SRs) assigned to them or to their Workgroup. The SLA lapsed time is displayed for the Incidents or SRs as a Colored Line. The color of the line indicates the percentage of SLA lapsed.
SLA Elapsed | Line Color |
---|---|
<75% Elapsed | Green |
<100% Elapsed | Orange |
100% Elapsed | Red |
Figure: SLA Elapsed Line Color
Advantages
- The Analysts do not need to open each and every Incident or SR to check the SLA.
- Easier for the Analysts to prioritize the queue of Incident or SRs assigned to them and take appropriate action on time.
- The chances of missing SLA is less as the SLA is clearly visible to the Analysts.
How to Monitor SLA?
An Analyst can view the list of Incident and SRs assigned to them or their Workgroup on the ANALYST DASHBOARD page, (see: Analyst Dashboard) or MY WORKGROUP INCIDENTS page (see: Viewing and Updating My Workgroup Incidents).
Figure: Analyst Dashboard
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