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SummitAI Service Management Help

Problem Management

Configuring Operation Level Specification (OLS)

You can configure the Operation Level Specifications (OLS) for Incident Management, Service Requests and Problem Management under the DEADLINE tab.

To Configure OLS for a Problem Record

  1. Login as Admin.
  2. Navigate to SLA > Operation Level > New Operation Level Specification.
  3. Select Deadline
    The NEW OPERATION LEVEL SPECIFICATION page is displayed.  


    Figure: NEW OPERATIONAL LEVEL SPECIFICATION

  4. Under PROBLEM MANAGEMENT tab specify the required fields. For more information on the fields, see Field Description.
  5. Click ADD. The Operation Level Specifications for a problem record is updated.

Field Description

The following table describes the fields on the NEW OPERATION LEVEL SPECIFICATION page:

Field

Description

Priority

Select the Priority from the drop-down list. The list displays the available options based on the configuration done in Incident Management (Incident > Configuration > Priority).


Category

Click  search icon and it will display the categories tree structure. A sample screenshot is shown below:

Select the category and click OK.

Response Time

Specify the response time in minutes.

Resolution Time

Specify the resolution time in minutes.

Active

If selected, displays the status for the configured problem record as True.

If note selected, displays the status for the configured problem record as False.

A sample screenshot is shown below:


Add

Click Add to add and save the configuration.

To edit a Problem Record Configuration

Perform the following steps to edit the problem record configuration:

  1. Click icon to modify displayed under the Edit column.


    Figure: Edit OLS - Problem Record

  2. Click Save. The OLS configuration for problem record is updated.

To Configure OLS at Tenant Level

Specify the required fields. The following table describes the fields to be configured at TENANT level.

Field

Description

Tenant

Select the Tenant from the drop-down list. It will display the list tenants based on configuration under Admin > Tenant for which the SLA module will be available.

Customer

Select the Customer from the drop-down list. It will display the list of customers based on configuration under Admin > Customers > Customer List.

Location

Select the Location from the drop-down list. It will display the list of locations based on configuration under Admin > Infrastructure > Common Masters > Common Master Type.

Date

Displays the system date and time.

For Example: 2021-07-12 12:42:25 PM

Service Name

Specify the service name.

Status

Displays the status. Available options are as following:

  • New - If it is under creation stage.
  • Approve – If it is approved from the approver.
  • Publish – If it is ready to publish.

Source Workgroup

Select the source workgroup.

The drop-down list displays all the workgroups under the selected Tenant.

Note: Source workgroup (the workgroup from which the Work Order is created) and Target workgroup (the workgroup to which the Work Order is created) cannot be same.

Target Workgroup

Select the target workgroup.

The drop-down displays all the workgroups under the selected Tenant.

Note: 

Source workgroup (the workgroup from which the Work Order is created) and Target workgroup (the workgroup to which the Work Order is created) cannot be same.

Service Level Manager

Displays the service level manager name based on the service level manager configured for workgroup under SLA > Configuration > Service Level Approver.

Service Handling

Select the service handling from the drop-down list.

Description

Specify the short description about OLA configuration.

Services Offered

Displays the CMDB list.

Analyst

Displays the list of analysts from the Target Workgroup.


To view the Approvers

Perform the following steps to configure the approvers for source workgroup and target workgroup.

  1. Click on Approvals


    FIGURE: APPROVALS Tab

  2. Specify the required information on fields. For more information on fields, see Field Description.

Field Description

Field Description

Description

Source Workgroup Owner


Approver

Displays the approver name of based on the selected source workgroup.

Status

Select the option from the drop-down list. Available options are as following:

  • Approved
  • Rejected

Remarks

Specify short description about source workgroup owner.

Target Workgroup Owner 

Approver

Displays the approver name based on the selected target workgroup.

Status

Select the option from the drop-down list. Available options are as following:

  • Approved
  • Rejected

Remarks

Specify short description about target workgroup owner.









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