Configuring Workgroup SLA Window_SRM

Owned by Aravind Naik (Unlicensed)
Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment

Service Management Help

Service Request Management

The Workgroup SLA Window defines the business hours of a Service Desk. Based on the SLA values, the resolution and response deadline values are calculated for an Analyst to respond and resolve the Service Requests (SRs). You can configure the SLA Window for SRs of a Workgroup under a Tenant.

To configure Workgroup SLA Window:

  1. Select Request > Configuration > SLA Configuration > 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.

Field Description

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

Field

Description

DETAILS

Workgroup

Lists all the Workgroups corresponding to the selected Tenant. Select a Workgroup from the list.

SLA

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 from the Available SLA Windows list and click the  icon to move to the Restricted SLA Windows To list. For more information about configuring different SLA Windows, see Configuring SLA Service Window. To remove a SLA option from the Restricted SLA Windows To list, select the SLA option and click  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. For more information see Importing Master Template in SummitAI Platform.