Table Of Contents
Admin | Process Automation | [Choose Service] | Service Dashboard
Manage SLA Levels
| Level | Days | Minutes | Business Hours |
|---|---|---|---|
| Initial Response - Late (Emergency) | 60 | Default Business Hours | |
| Initial Response - Late (High) | 120 | Default Business Hours |
You can amend these with an action.
Then add/amend the data needed.
Videos
ServiceDesk Configuration: SLA Framework Overview
https://www.symantec.com/connect/videos/servicedesk-configuration-sla-framework-overview
This video provides an overview and demonstration of using the SLA framework in ServiceDesk 7.5. The video will cover creating business hours, creating SLAs, applying SLAs based on rulesets, and taking action when an SLA is missed.
If you prefer a written Article to a video see the transcription below:
SLA Levels
Click on "Manage SLA Levels" on the left hand side.
We want to create a new one so click on Add SLA Level.
Set some values.
Service ID: INCIDENT-MGMT Level: VIP Description: This is for VIPs Milestone: Initial Response Escalation: Late Late Date: Days: 0 Minutes: 30 Use Business Hours X Business Hours: Extended Hours Once you press Save this will show in the original list.
