Configuring SLA Service Window for Request 1

What is SLA Service Window?

The SLA Service Window defines the Service timings. Based on the defined SLA Service Window, the Response and Resolution SLAs are calculated for Service Request (SRs). You can configure and modify SLA Service Windows for a Tenant.

Admins can set the SLA Service Window.

To configure SLA Service Window, see Configuring SLA Service Windows

You can perform the following actions in SLA Service Window.

Configure SLA service window in Global tenant.
View the SLA service window configurations in Global Tenant.
Configure SLA service window in Local tenant.
View the SLA service window configurations in Local Tenant.
Delink the SLA service window configurations in Local Tenant.

Configure SLA service window in Global Tenant

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

Navigate to Request>Configuration > SLA Configurations > SLA Service window.

Figure: SLA window configuration
On the SLA Service Window page, select the Global Tenant which is indicate by globe icon. Click ADD NEW from the ACTIONS Panel to configure the new SLA service window.

Figure: Add new SLA service window
On the details page, “Holiday Calendar Location” is not editable as it is a Tenant level configuration which is not editable under Global Tenant.

Figure: Holiday Calendar Location.
Admin will be able to edit all the other fields, click SUBMIT to save the configuration. To know more about field, see Field Description.

Figure: Submit SLA configuration.

View the SLA service window configurations in Global Tenant

To view the SLA service window configurations in Global Tenant, perform the following steps:

Navigate to Request> Configurations > SLA Configurations > SLA Service window.

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

Figure: SLA service window list for Global Tenant
Click on any SLA name to view the details. To know more about field, see Field Description.

Figure: SLA service window Details in Global Tenant.

Configure SLA service window in Local Tenant

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

Navigate to Request> Configurations> SLA Configurations > SLA Service window.

Figure: SLA window configuration
On the SLA Service Window page, select any Local Tenant which is not indicated by icon. Click ADD NEW from the ACTIONS Panel to configure the new SLA service window.

Figure: Add new in SLA window configuration in Local Tenant
Admin will be able to edit all the other fields, click SUBMIT to save the configuration. To know more about field, see Field Description.

Figure: Submit SLA configuration.

View the SLA service window configurations in Local Tenant

To view the SLA service window configurations in Local Tenant, perform the following steps:

Navigate to Request> Configurations > SLA Configurations > SLA Service window.

Figure: SLA window configuration
On the SLA service window page, select any Local Tenant, the list of configurations for the specific local tenant will be displayed. Click on any SLA name to view the details.

Figure: SLA service window configuration list for Local Tenant

NOTE

All the Global Tenant configurations will be automatically inherited to the Local Tenant.
Values with a Grey globe icon are global configurations, only few fields are editable. The system displays a tool tip when you click on any Global Tenant configurations

Figure: SLA service window configuration details in Local Tenant

Delink the SLA service window 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 service window configurations in Local Tenant, perform the following steps:

Navigate to Request> Configurations > SLA Configurations > SLA Service window.

Figure: SLA service window configuration
On the SLA service window page, select any Local configuration with a globe icon, from the list of configurations. Click on any SLA name to view the details.

Figure: SLA service window configuration list
Once the details page is open, in the ACTIONS Panel click DE-LINK. The system will display a tooltip before clicking on SUBMIT to de-link the value.

Figure: SLA service window details with De-link
Once the value is De-Linked from the Global Tenant to Local Tenant, click SHOW LIST on this page the value is represented by De-link icon.

Figure: SLA service window 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 SERVICE WINDOW page:

Field	Description
DETAILS
SLA Name*	Enter the name of the SLA service window
Holiday Calendar Location	As the value is part of Global tenant, the value is not editable
Time Zone	Select a time zone for the SLA Service Window.
Default	If Default is selected, the SLA service window will be available as default selection on the other pages of the application.
Active	This value indicates the status of the SLA window. If selected, the SLA Service Window becomes an available option on the other pages of the application. If not selected, the SLA Service Window becomes an inactive value. The inactive SLA Service Windows are not displayed in the SLA Service Windows list on the other pages of the application.
Service Window	If selected, as 24/7 the SLA is throughout the week. If not selected, you can specify the weekday, From and To time and selected the respective check boxes.

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 – 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.