Configuring SLA Matrix for Incident

What is SLA Matrix?

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

Admins can configure the SLA Matrix.

To configure SLA Matrix, see Configuring SLA Matrix

You can perform the following actions in SLA Matrix:

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

Configure SLA Matrix in Global Tenant

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

Navigate to Incident > Configurations > 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 Category and the other required SLA Matrix. To know more about field, see Field Description.

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

View the SLA Matrix in Global Tenant

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

Navigate to Incident > Configurations > 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 on any SLA name to view the details. To know more about field, see Field Description.

Figure: SLA Matrix Details in Global Tenant.

Configure SLA Matrix in Local Tenant

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

Navigate to Incident > Configurations > 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 Category and the other required SLA Matrix. To know more about field, see Field Description.

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

View the SLA Matrix in Local Tenant

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

Navigate to Incident > Configurations > 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 on any SLA name to view the details. The system displays a tool tip when you click on any Global Tenant configurations.

Figure: SLA Matrix details in Local Tenant

NOTE

When a Local SLA Matrix is deactivated, the change is captured and displayed on the LIST page with an Exclamation mark to notify the users that value is deactivated.

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 Incident > Configurations > SLA Configurations > SLA Matrix.

Figure: SLA Matrix
On the SLA Matrix page, select any Local 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
Category*	Select a Category 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.