Configuring SLA Service Windows IM

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Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment

SummitAI Service Management Help

 Incident Management

Incident Management

What are SLA Service Windows?

The SLA Service Window defines the service timings. Based on the defined SLA Service Window, the response and resolution SLAs are calculated for Incidents. You can configure and modify SLA Service Windows for a department.

To configure SLA Service Windows:

  1. Select Administration > Modules > Incident Management > SLA Configuration > SLA Service Window.
  2. On the SLA SERVICE WINDOW page, click ADD NEW.
  3. Select the department and type in the new SLA Service Window details. For information about the fields on the SLA SERVICE WINDOW page, see Field Description.
  4. Click SUBMIT. A new SLA Service Window is configured.

    SLA SERVICE WINDOW page
    Figure: SLA SERVICE WINDOW page

Field Description

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

Field

Description

DETAILS

SLA Name

Type in the name for the SLA Service Window.

Holiday Calendar Location

Select the holiday calendar location for the SLA Service Window. Select the Use executive’s holiday location check box to specify that the SLA Service Window will follow the holidays as per the assigned Service Desk Executive’s holidays.

Time Zone

Select a time zone for the SLA Service Window.

Default

Select this check box to specify this SLA Service Window as the default SLA Service Window, which means that this SLA Service Window will be available as a default selection on the other pages of the application.

Active

Indicates the status of the SLA Service Window.

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

Service Window

24/7: Select this check box to indicate that the SLA is 24-hour service throughout the week.  If you select this option, the option to specify other SLA Service Windows are not displayed. If you do not select this option, you can specify the weekday, from time, and to time, and select the respective check boxes. Based on the selections, the new SLA Service Window is configured.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the SLA SERVICE WINDOW page:

SHOW LIST

Click SHOW LIST to display the LIST table showing all the SLA Service Windows configured in the SummitAI application for the selected department.

  • To edit a SLA Service Window, click the SLA Name of the SLA Service Window. Make appropriate changes and click SUBMIT.
  • To display the inactive SLA Service Windows, click the Include Inactive check box.

Note:

When the SLA Service Window list is displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to configure a new SLA Service Window.