Configure SLA Matrix for Service Request

Global Tenancy for SLA Matrix

The Global Tenancy concept is added to the SLA Matrix which ensures that the configurations added, modified, or delinked in the Global Tenant are automatically inherited by Local Tenants.

SLA matrix can be configured for Service Requests (SR) based on different Priorities and Categories. You can configure and modify SLA Matrix for a department in the Global and Local Tenants.

You can perform the following actions on SLA Matrix:

Configure SLA Matrix in Global Tenant
Configure SLA Matrix in Local Tenant
View the SLA Matrix in Global Tenant
View the SLA Matrix in Local Tenant
Delink the SLA Matrix in Local Tenant

Configure SLA Matrix in Global Tenant

SLA Matrix can be created at the Global Tenant which is inherited by the Local Tenants.

To configure SLA Matrix for Service Request Module in Global Tenant, perform the following steps:

Navigate to the Request > SLA Configurations > SLA Matrix.

Figure: SLA Matrix
On the SLA Matrix page, select the Global Tenant. Click ADD NEW from the ACTIONS Panel to configure the new SLA Matrix.

Figure: Add new SLA Matrix in Global Tenant
Select the Catalogs and the other required SLA Matrix. To know more about the fields, see, Field Description.

Figure: SLA Matrix Details
Click SUBMIT. A new SLA Matrix is configured in Global Tenant.

View SLA Matrix in Global Tenant

You can view the list of Global configurations created in the Global Tenant.

To view the SLA Matrix configuration in Global Tenant, perform the following steps:

Navigate to the Request > SLA Configurations > SLA Matrix.

Figure: SLA Matrix
On the SLA Matrix page, select the Global Tenant, the list of Global configurations will be displayed.

Figure: SLA Matrix list for Global Tenant
click any SLA name to view the details. To know more about the fields, see, Field Description.

Note

System will display a tool tip “This is a Global Tenant Configuration. The Global Tenant configurations are replicated to the other Tenants” when a Global configuration is opened.

Configure SLA Matrix in Local Tenant

SLA Matrix can be created at the Local Tenant which is applicable only to Local Tenants.

To configure SLA Matrix for Service Request Module in Local Tenant, perform the following steps:

Navigate to Request > SLA Configurations > SLA Matrix.

Figure: SLA Matrix
On the SLA Matrix page, select any Local Tenant. Click ADD NEW from the ACTIONS Panel to configure the new SLA Matrix.

Figure: Add new SLA Matrix in Local Tenant
Select the Catalogs and the other required SLA Matrix. To know more about the fields, see, Field Description.

Figure: SLA Matrix Details
Click SUBMIT. A new SLA Matrix is configured in Local Tenant.

View SLA Matrix in Local Tenant

You can view the list of Local configurations created in the Local Tenant.

To view SLA Matrix configuration in Local Tenant, perform the following steps:

Navigate to Request > SLA Configurations > SLA Matrix.

Figure: SLA Matrix
On the SLA Matrix page, select any Local Tenant, the list of Local configurations will be displayed.

Figure: SLA Matrix list for Local Tenant
click any SLA name to view the details. The system displays a tool tip when you click any Global Tenant configurations.
To know more about the fields, see, Field Description.

Figure: SLA Matrix details in Local Tenant

Delink the SLA Matrix configurations in Local Tenant

De-link option available in the ACTIONS Panel can be used when a Global configuration in a Local Tenant needs to be converted to a Local configuration and made editable.

To De-link the SLA Matrix configuration in Local Tenant, perform the following steps:

Navigate to Request > SLA Configurations > SLA Matrix.

Figure: SLA Matrix
On the SLA Matrix page, under any Local Tenant. Select a Global configuration with a globe icon, from the list of configurations. Select the Category to de-link.

Figure: SLA Matrix list
Once the details page is open, in the ACTIONS Panel click DE-LINK. A Global configuration value can be converted to a Local Tenant value by De-linking. The system will display a tooltip before clicking on SUBMIT to de-link the value.

Figure: SLA Matrix details with De-link
Once the value is De-Linked from the Global Tenant to Local Tenant, the LIST page the value is represented by De-link icon.

Figure: SLA Matrix configuration list with delinked icon

Note

When you hover over the De-link Icon, system will display a tool tip as “Global Configuration – Delinked”.
A Global value once Delinked cannot be Re-linked.
A Global configuration can be modified in any Local Tenant after delinking the Global configuration.

Field Description

The following table describes the fields on the SLA Matrix page:

Field	Description
DETAILS
Catalogs*	Select a Catalog to which you want to associate the Priority and the SLA from the list. Click the Expand icon to expand the Category list.
Include Sub-categories.	If selected, the Sub-categories are included for the SLA Matrix.
Priority	Select a Priority to which you want to associate the Category and SLA. If you do not select any Priority, the Priority configured for Customer Matrix is considered for the SLA Matrix.
SLA	Select a Priority to which you want to associate the Category and SLA. If you do not select any SLA, the default SLA is considered for the SLA Matrix.
Overridable	If selected, the Analysts can change the values for Category, SLA, and Priority options.
Active	Indicates the status set for an SLA Matrix. If selected, the is SLA Matrix becomes an available option on the other pages of the application. If cleared, the SLA Matrix will be inactive SLA Matrix. The inactive SLA Matrix values are not displayed in the SLA Matrix list on the other pages of the application.

Icons

The following table describes the icons on the SLA Matrix page:

Icon	Designates	Description
	Global Configuration	Global Configuration   Indicated in grey color globe icon.
	Global Configuration – Modified Locally	Global Configuration- Modified Locally   Indicated in blue color globe icon.
	Global Configuration – Delinked.	Global Configuration- Delinked Indicated in grey color globe icon with delink symbol.