Configuring Workgroup SLA Window in SR Module

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What is Workgroup SLA Window?

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 Incidents of a Workgroup for a Tenant. You can create a configuration in Global Tenant which is inherited by all the Local Tenants.

You can perform the following actions in Workgroup SLA Window:

Configure Workgroup SLA Window in Global Tenant.
Configure Workgroup SLA Window in Local Tenant.
View Configuration in Global and Local Tenants.
Delink Global Workgroup SLA Window.

Configure Workgroup SLA Window in Global Tenant

To configure Workgroup SLA window for Request Module in Global Tenant, perform the following steps: 

Navigate Request > Configuration > SLA Configuration > Workgroup SLA Window.
Select the Global Tenant. The workgroup details page is displayed. To know more about field, see Field Description.

Figure: Workgroup SLA Window Details Page
Enter the details and click SUBMIT.

Field Description

The fields are explained in the following table:

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 always referring to a Service available 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 icon to move to the Restricted SLA Windows To list. To remove an SLA option from the Restricted SLA Windows To list, select the SLA option and click icon.

Configure Workgroup SLA Window in Local Tenant

To configure Workgroup SLA window for Request Module in Local Tenant, perform the following steps:

Navigate Request > Configuration > SLA Configuration > Workgroup SLA Window.
Select any Local Tenant. The workgroup details page is displayed. To know more about field, see Field Description.

Figure: Workgroup SLA Window Details Page
Enter the details and click SUBMIT.

View Configuration in Global and Local Tenants

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

Navigate Request > Configuration > SLA Configuration > Workgroup SLA Window.
Select any Local Tenant. The workgroup details page is displayed.
Select a Workgroup from the dropdown, select an SLA that needed to be modified. By moving the SLA to Restrict SLA Windows To, the SLA configurations can be modified.

Figure: Workgroup SLA Details page
Enter the details and click SUBMIT.

Note

All the Global Tenant configurations will be automatically inherited to the Local Tenant.

Delink Global Workgroup SLA Window

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

Navigate to Request > Configuration > SLA Configurations > Workgroup SLA Window.
Select any Local Tenant. The workgroup details page is displayed.
Select the Workgroup and click on the Global configuration to be delinked.
In the ACTIONS panel, click on DE-LINK.

Figure: De-Link Global configuration
Click SUBMIT to De-link the value.

Note

When you hover over the De-link Icon, system will display a tool tip as “Global Configuration – Delinked”
The system will display a tool tip before Delinking the configuration, “By delinking Global Configuration, it will be converted to a Local Configuration, upon click Submit.”

Icons

The following table describes the icons on the SLA Service Window page:

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