Configuring SLA Violation Reason

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Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment
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SummitAI Service Management Help

Problem Management

You can configure the SLA Violation Reasons for the RCA Violation or Resolution Violation on the SLA VIOLATION REASON page. Hence, whenever the RCA Deadline or Resolution Deadline is violated, the user can select a configured RCA Violation Reason or Resolution Violation Reason on the Problem Record page instead of specifying it.

Note:

  • If the SLA Violation Reason is not configured for the particular Tenant, the user can not submit the Problem Record when the RCA Deadline or Resolution Deadline is violated. 
  • The Analysts can filter Problem Records based on the RCA Violation Reason or Resolution Violation Reasons.

To configure SLA Violation Reasons:

  1. Select Problem > Configuration > SLA Violation Reason.
  2. On the SLA VIOLATION REASON page, click ADD NEW on the ACTIONS panel.
  3. Select the Tenant and specify the required details. For information about the fields on the SLA VIOLATION REASON page, see Field Description.
  4. Click SUBMIT. A new SLA Violation Reason is configured. 

    SLA VIOLATION REASON page
    Figure: SLA VIOLATION REASON page


Field Description

The following table describes the fields on the SLA VIOLATION REASON page:

Field

Description

DETAILS

Violation Type

Select the Violation Type as RCA Violation or Resolution Violation.

Note: The Violation Type field is mandatory.

SLA Violation Reason

Specify the SLA violation reason for the RCA Violation or Resolution Violation.

Note: The SLA Violation Reason field is mandatory. You can not configure the same SLA Violation Reason again for RCA Violation or Resolution Violation when the SLA Violation Reason is already configured.

Are Comments Mandatory?If selected, the comment is mandatory on the PROBLEM RECORD page when the configured SLA Violation Reason is selected in the RCA Violation Reason or Resolution Violation Reason fields. 

Sort Order

Type in the order number in which the SLA Violation Reasons need to be listed in the SLA VIOLATION REASON LIST page.

Active

Indicates the status set for an SLA Violation Reason.

  • If selected, the SLA Violation Reason becomes an available option on the other pages of the application.
  • If not selected, the SLA Violation Reason becomes an inactive value. The inactive SLA Violation Reasons are not displayed in the SLA Violation Reason list on the other pages of the application.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the SLA VIOLATION REASON page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the SLA Violation Reasons configured for the selected Tenant.


Figure: SLA VIOLATION REASON LIST page

  • To edit a SLA Violation Reason, click the SLA Violation Reason. Make appropriate changes and click SUBMIT.
  • To display the inactive SLA Violation Reasons, click the Include Inactive check box.

Note:

When the SLA Violation Reasons are displayed under the LIST table, the button ADD NEW is displayed on the ACTIONS panel. Click ADD NEW to configure a new SLA Violation Reason.