Configuring Workgroup SLA Window for Incident Management

Owned by Enterprise IT
May 08, 2024
4 min read


Workgroup SLA Window configuration in Global Tenant

The Workgroup SLA Window defines the business hours of a Workgroup. Based on the SLA values, the Resolution and Response deadline values are calculated for an Analyst to respond and resolve the Incidents. You can configure the SLA Window for Incidents of a Workgroup for a Tenant. You can create a configuration in Global Tenant which is inherited by all the Local Tenants. For more information, see Global Tenancy Overview.  

You can perform the following functions in Workgroup SLA Window Configuration in Global Tenant:

Configure Workgroup SLA Window for Global Tenant 

To add Workgroup SLA Window to the Global Tenant, perform the following steps:

  1. Navigate to Incident> Configuration > SLA Configurations > Workgroup SLA Window.

  2. The Workgroup SLA Window List page is displayed.

  3. Select the Tenant as GLOBAL TENANT.
    The Workgroup SLA Window Details page is displayed.


    Figure: Workgroup SLA Window Details Page

  4. Enter the Details and click Some of the fields are explained in the following table.

    Field

    Description

    DETAILS

    Workgroup

    Select a Workgroup from the list.


    Priority

    Select a Priority from the list.

    Description

    Type in a description for the Workgroup SLA Window.

    Available SLA Windows

    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 and click the  icon to move to the Restricted SLA Windows list. For more information about configuring different SLA Windows, see Configuring SLA Service Windows.


    Restrict SLA Windows


    Lists the restricted SLA Windows for a Workgroup. To remove any SLA windows from the Restricted SLA Windows list, click the  icon.

To know more about configuring Workgroup SLA Window in Local Tenant, see Configuring Workgroup SLA Window.

Viewing Configurations 

To view a configured Global value inherited to the Local Tenant, perform the following steps:

  1. Navigate to Incident> Configuration > SLA Configurations > Workgroup SLA Window.

  2. Select a Local Tenant > In the ACTIONS Panel, click SHOW LIST.

    The Configured Workgroup SLA Window will be represented by a Globe Icon next to It.


    Figure: Global Icon next to Configured Workgroup SLA Window.

    Note
                   

    • All the configurations in the Global tenant are inherited to the Local tenant.

    The ID of the Local value will not be the same as the Global value. In the backend, a copy of the copy value will be created for every Local tenant. These values will carry a reference to the Global value.

Delink Global Workgroup SLA Window value 

The Delink option is provided in the Actions panel when there is a Global value configuration in the details page of a Local tenant. You can Delink a Global value configuration in Local Tenant to make changes to any properties that were earlier restricted as they were a Global value configuration.

To Delink a Global Workgroup SLA Window value, perform the following steps:

  1. Navigate to Incident> Configuration > SLA Configurations > Workgroup SLA Window.

  2. Select the desired Local Tenant.
    The Workgroup SLA Window List page is displayed.

  3. Select Workgroup > Priority > Click on the ID of the Workgroup SLA Window value to be Delinked.


    Figure: Delinking Workgroup SLA Window value

  4. In the ACTIONS Panel, Click the De-link. 


    Figure: Delinking Workgroup SLA Window Properties.

    Note

    Upon clicking the De-link option and you will get a prompt, “By delinking the values, Global value will be converted to Local, post clicking on the Submit button.”

  5. Click SUBMIT and then click OK to Save the details.

    After the details have been saved, you can view the Delinked Configuration.

    • The Delinked Configuration will be replaced by a De-link Icon to signify that the configuration has been converted to Local value.

    • When you hover over the Delink icon you can view the tooltip as ‘Global value converted to Local value.’

    • A Global value once Delinked cannot be Re-linked.