Specifying SLA options

Configure how service level agreements (SLAs) are applied and used.

About this task

All of the configuration settings are not mandatory. Each site has its own set of parameters, except for SLA hold.

Procedure

  1. In the Organizations application, select the organization for which you want to set service level agreement options.
  2. From the menu, select SLA Options.
  3. To allow SLAs to hold tickets, select the Allow SLA Hold to be Applied on SLAs checkbox.
    This setting applies to all organizations. If you select this checkbox, SLAs are allowed to put tickets on hold, which adds time to the resolution target and stops any escalation activities. Typically, tickets are placed on SLA hold when the service desk analyst is waiting for a response from an individual who submitted the ticket. Not all installations have the SLA Hold function. If your installation does not have SLA Hold function, then this checkbox is not editable.
  4. In the SLA Options window, select the site to which you want the remaining settings to apply.
  5. Select from the following options:
    Option Description
    Allow Application of One SLA. To apply one matching SLA to a record. The matching SLA with the highest ranking value is applied. The highest ranking is 1 and the lowest ranking is 99999.
    Allow Application of Multiple SLAs. To apply all matching SLAs to a record. If you select this option, you can configure other options.
    Apply Multiple SLAs Based on Ranking. If you apply all matching SLAs to a record, you can use the SLA with the highest ranking to update the target dates on the record.
    Apply Multiple SLAs Based on Commitment Stringency. If you apply all matching SLAs to a record, you can use the SLA with the most stringent commitment times to update target dates on the record.
    Use Calendar for Calculating Escalation Point Condition. To specify that calendars are used if the escalation originated from an SLA.
    Disable Calendar for Calculating Escalation Point Condition. To specify that calendars are not used if the escalation originated from an SLA.
  6. Repeat for each site that you want to configure the settings for and click OK when you are finished.