Service Management Help

Service Request Management

The SLA Service Window defines the Service timings. Based on the defined SLA Service Window, the Response and Resolution SLAs are calculated for Service Requests (SRs). You can configure and modify SLA Service Windows for a Tenant.

To configure SLA Service Windows:

Select Request > Configuration > SLA Configurations > SLA Service Window.
On the SLA SERVICE WINDOW page, click ADD NEW on the ACTIONS panel.
Select the Tenant and type in the new SLA Service Window details. For information about the text boxes on the SLA SERVICE WINDOW page, see 167804971. If you are configuring SLA Service Window for a Tenant for the first time, COPY RECORDS FROM INCIDENT MANAGEMENT icon is present on the ACTIONS panel to copy the records from Incident Management module (see: Copying Data from Incident Management).
Click SUBMIT. The new SLA Service Window is saved.

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 Analyst's Work Location check box to specify that the SLA Service Window will follow the holidays as per the assigned Analyst'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 on the other configuration pages of the application or in the SLA Service Windows list.
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 for the selected Tenant.

SLA SERVICE WINDOW page: List of SLA service windows
Figure: SLA SERVICE WINDOW page: List of SLA service windows

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 Configurations are displayed under the LIST table, the button ADD NEW and IMPORT are displayed on the ACTIONS panel.

Click ADD NEW to configure a new SLA Service Window Configuration.
Click IMPORT to update or create multiple SLA Service 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 SLA SERVICE WINDOW page. For more information see Importing Master Template in SummitAI Platform.

To add holidays, see Adding Holidays page.

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