(2024.1) SLA Catalogs
Main Catalog SLA View
The 'SLA' Catalog lists any default types of Service Level Agreements – typically a set of circumstances surrounding a service as agreed upon in a contract – that can be applied to a Service Desk Action, Incident or Service. SLAs represent the time specification for any given Service Desk item. SLAs are associated with SDCs through the 'SDC Time Specifications' tab.
Adding a SLA
Adding new SLA
To add a new SLA, click the "Add" button in the top toolbar of the main SLA grid. In the appearing form, you will notice that there is one required field that is the minimum requirement for creating a SLA: 'SLA Description'.
Form Fields
Field Name | Required | Field Description |
|---|---|---|
SLA Description | Yes | The description of the SLA. |
Tabs
Name | Description |
|---|---|
Provide default Service Desk Categories to select from when this SLA is used. | |
Add any default charges that correspond to this SLA. | |
Provide a list of permissible Service Catalogs that this SLA can be used on. Also can inherit permissions from its parent if applicable. | |
Provide any location specific permission that apply to this SLA. Also can inherit permissions from its parent if applicable. | |
Provide a list of permissible Department Hierarchies that this SLA can be used on. Can also inherit permissions from its parent if applicable. | |
Provide any file attachments that should accompany this service. |
Arranging the Hierarchy
To arrange the hierarchy (parent-child relationships), please see the main (2024.1) Catalog page.