...
- SLA (required) - Select from the SLA Catalog grid.
- Hours (required) - This is the time specification for the SLA and represents the allowable hours for the SLA. The allowable hours are affected by several variables also on this form.
- Percent (required) - This is the expectation of completed SLAs that should be completed within the specified time frame (e.g. 95% means only 5% of SLAs are allowed run over the Time Specification).
- Default - Set the SLA as the Default for the given SDC.
- Urgency - Sets the Urgency of the SDC. Any SDC with a higher Urgency overrides a lower Urgency and set the lower Urgency to the same Urgency.
- Cushion - Sets a cushion between either the current time and the first schedule attempt (in forward scheduling) or between the due date and the first schedule attempt (in backward scheduling). Overrides the system default which is set with the Configuration Option: SD_WORKFLOW_DEFAULT_CUSHION
- Actual Hours - The default for hours is 8 hours per business day. So a setting of 40 hours would mean within 5 business days. Setting 'Actual Hours' to yes by checking it requires no more than 40 contiguous hours for an SLA to be completed.
- Setting 'Actual Hours' unsets 'End of Day'.
- End of Day - This allows the SLA to be completed by the 'End of Day' (which is set with the Configuration Option WORKDAY_HOUR_STOP) during which the "Hours" run out. For example, if 40 hours is chosen with 'Actual' hours set, and a task is scheduled at 4:00 PM Monday, the task would have to be completed by 8:00 AM Wednesday to be "On Time". End of day extends the deadline to End of Business hours on Wednesday.
- Setting 'End Of Day' unsets 'Actual Hours'.
Note: An SLA can not be defined using a relative time frame e.g. "at the end of the month" or "at the start of the month".
A Widget or an AdHoc Grid should be used if you need to see a current list of "Open" Service Desk Items. If you need assistance adding a Widget or creating an AdHoc Grid, please submit a Professional Services request.
To add a Time Specification, follow these steps:
...