ServiceDesk - Process Automation - SLA Milestones

Table Of Contents

• Index
• Rulesets
• Email Templates
• SLA Levels
• SLA Escalations
• SLA Milestones
• Data Mapping

Admin | Process Automation | [Choose Service] | Service Dashboard

Manage SLA Milestones

Examples

You can edit these

These are then used in the SLA Levels. Each one has a Milestone value.

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:

There are 3 Principle Components

• Set Business Hours Configuration
• Create SLAs
• Rulesets for SLA

We need to set the Business Hours in  Process Manager.

Go to Admin | Data | Business Hours

There will be a Business Hours Configuration grouping with a Default Business Hours item. If you click on  then  Edit you can then set the Begin and End times as well as which days are the weekend.

To add more click +

Name:	Extended Hours
Begin Business Hours	7:00 AM
End Business Hours	7:00 PM
Holidays
Date:	Description:
Weekends			Monday		Friday		---	---	---	---			Tuesday		Saturday			Wednesday	X	Sunday			Thursday

Name:	24x7
Begin Business Hours	12:00 AM
End Business Hours	11:59 PM
Holidays
Date:	Description:
Weekends			Monday		Friday		---	---	---	---			Tuesday		Saturday			Wednesday		Sunday			Thursday

Now we can create some SLAs which we can assign these Hours too.

Click on Admin | Process Automation
Expand Incident Management and click on Service Dashboard.

There are a few options on the left hand side for SLAs.

• Manage SLA Levels
• Manage SLA Escalations
• Manage SLA Milestones

There are 2 Milestones

• Resolution
• Initial Response

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.

Now we can use this in a Ruleset so click on Manage Rulesets on the left hand side.

Expand OnIncidentReceived.

Click on the Lightning bolt then Add Rule.

Now we can add a Group and Condition.

Affected User	Is VIP

Next is our Action.

Set SLA	For Configuration Level	Initial Response - Late (VIP)

Parameters

Replace Existing SLAs:	X
User Date:	UseProcessStartDate

We will now see the Rule in the list.