Page Comparison

This is a listing of all the tabs a User might encounter in the 'SLA' Catalog. To access the SLA Catalog navigate to Main > Catalog > SLA.

...

Provide default Service Desk Classification to select from when this SLA is used.

Click the Image Modified button.  This will open the 'Add New SDCs SLAs' Form.

There are three required fields here:

• SDC - This will select an existing SDC to associate with the SLA.

• Hours - This is the time specification for the SLA and represents the allowable hours for a SLA. The allowable hours are affected by several variables also on this form.

• Percent - 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).

The remaining fields are optional:

• Urgency - Sets the Urgency of the SDC. Any SDC with a higher Urgency will override 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 will require no more than 40 contiguous hours for an SLA to be completed.

• End of Day - will allow 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 are 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' will unset '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 A Widget or an AdHoc Grid should  should be used if you need to see a current list of "Open" Service Desk Items. If you need assistance adding a a Widget or  or creating an an AdHoc Grid, please submit a a Professional Services Services request.

Table of Contents

Default Charges

...

The 'Default Charges' tab appears on the SLAs Catalogs. From this tab, the User can control any relevant 'Default Charges' for the SLA Catalog item. Adding a Default Charge Allows Administrators to Charge for specific SLA types. For example, if the Administrator wants to automatically add an upcharge when a Customer requests Service quicker then it is the normal business practice. So if the Customer would normally get a service installed in 30 days, and the Customer requests the Service instead installed within 5, and the Admin wants to charge $30 to move that Service up in terms of Workflow priority, then that $30 Charge should be added to this tab.

1. Click the

...

1. Image Added button. 

2. The 'Add New Default Charges' tab will open.

   Image Modified

3. Select a Charge from the Charge Catalog picker.

4. Enter the Charge Override Amount if desired.

5. Enter the Quantity if desired.

6. Click the

...

1. Image Added button. 

The form will close and the Default Charge will now be applied to the current Catalog item. Repeat as necessary to add additional Default Charges.

Table of Contents

Service Catalog Permissions

...

Using the 'Add' functionality a User can associate a Service with a SLA. This association will allow the Service to be assigned to the SLA and any Child records.

1. Click the

...

1. Image Added button. 

2. This will open the 'Add New Services Permissions' form.

   Image Modified

3. Select the Service(s) that are desired to associate with the SLA.

4. Click the

...

1. Image Added button. 

The Service(s) will now be associated with the SLA and be the only Service that can be assigned to the SLA elsewhere in PCR-360.

...

This will remove a Service from the SLA record.

1. Select the Service Permission to remove from the grid.

2. Click the

...

1. Image Added button. 

   1. The Permission on the current SLA record will have been removed.
      Note: Removing the Permission on a Parent record will remove it on all Child records as well. If a Permission is desired on a Child record it will have to be added manually to the desired record after removing it from the Parent.

Inherited Permissions

This functionality looks up the Tree and shows any Service Permissions that are associated with a given SLA through Inheritance.

1. Click the

...

1. Image Added button. 

2. This will open the 'View Inherited Permissions' dialog.

...

1. Click the

...

1. Image Added

    button when finished viewing.

Permit None

This button removes all Service Permissions from a given SLA. This will NOT remove any Inherited Permissions from the Parent record. To use, simply click the Image Modified button.  Any Service Permissions that were associated with the SLA will have that Permission deleted. The grid will display: Image Modified

Note: If 'Permit None' is set on a Parent record, the Child records will be similarly limited.

To remove the 'Permit None' Status follow these steps:

1. Select the line in the grid that says:

...

1. Image Added

2. Click the

...

1. Image Added button. 

2. The Permit None restriction will have been removed and it will be possible to associate Service Permissions to the SLA again.

Table of Contents

Location Permissions

...

The 'Location Permissions' tab appears on the SLAs Catalog. The functionality of this tab allows an Admin to limit what Locations can be assigned to a given SLA.

...

Using the 'Add' functionality a User can associate a Location Permission with a given SLA. This association will allow the Location Permission to be assigned to the given SLA and any Child records.

1. Click the

...

1. Image Added button. 

2. This will open the 'Add New Location Permissions' form.

   Image Modified

3. Select the Location(s) that are desired to associate with the given SLA.

4. Click the

...

1. Image Added button. 

The Location(s) will now be associated with the given SLA and be the only Location(s) that can be assigned to the given SLA elsewhere in PCR-360.

...

This will remove a Location from the given SLA record.

1. Select the Location Permission to remove from the grid.

2. Click the

...

1. Image Added button. 

2. The Permission on the current given SLA record will have been removed.
   Note: Removing the Permissions on a Parent record will remove it on all Child records as well. If a Permission is desired on a Child record it will have to be added manually to the desired record after removing it from the Parent.

Inherited Permissions

This functionality looks up the Tree and shows any Location Permissions that are associated with a given SLA through Inheritance.

1. Click the

...

1. Image Added button. 

2. This will open the 'View Inherited Permissions' dialog.

   Image Modified

3. Click the 

...

1. Image Added button when finished viewing.

Permit None

This button removes any associated Location Permissions from a given SLA. This will NOT remove any Inherited Permissions from the Parent record. To use, simply click the Image Modified button.  Any Location(s) that were associated with the given SLA will have that Permission deleted. The grid will display: Image Modified

Note: If 'Permit None' is set on a Parent record, the child records will be similarly limited.

To remove the 'Permit None' Status follow these steps:

1. Select the line in the grid that says:

...

1. Image Added

2. Click the

...

1. Image Added button. 

2. The Permit None restriction will have been removed and it will be possible to associate Location(s) with the given SLA again.

Table of Contents

Dept. Hierarchy Permissions

...

Using the 'Add' functionality a User can associate a Dept. Hierarchy Permission with a given SLA. This association will allow the Dept. Hierarchy to be assigned to the given SLA and any child records.

1. Click the

...

1. Image Added button. 

2. This will open the 'Add New Dept. Hierarchy Permission' form.

   Image Modified

3. Select the Dept. Hierarchy(s) that are desired to associate with the given SLA.

4. Click the

...

1. Image Added button. 

The Dept. Hierarchy(s) will now be associated with the given SLA and be the only Dept. Hierarchy(s) that can be assigned to the SLA elsewhere in PCR-360.

...

This will remove a Dept. Hierarchy from the given SLA record.

1. Select the Dept. Hierarchy Permission to remove from the grid.

2. Click the

...

1. Image Added button. 

2. The Permission on the current SLA record will have been removed.
   Note: Removing the Permission on a Parent record will remove it on all Child records as well. If a Permission is desired on a Child record it will have to be added manually to the desired record after removing it from the Parent.

Inherited Permissions

This functionality looks up the Tree and shows any Dept. Hierarchy Permissions that are associated with a given SLA through Inheritance.

1. Click the

...

1. Image Added button. 

2. This will open the 'View Inherited Permissions' dialog.

   Image Modified

3. Click the

...

1. Image Added button  when finished viewing.

Permit None

This button removes any associated Dept. Hierarchy Permission from a given SLA. This will NOT remove any Inherited Permissions from the Parent record. To use, simply click the Image Modified button.  Any Dept. Hierarchy Permissions that were associated with the given SLA will have that Permission deleted. The grid will display: Image Modified

Note: If 'Permit None' is set on a Parent record, the child records will be similarly limited.

To remove the 'Permit None' Status follow these steps:

1. Select the line in the grid that says: 

...

1. 
   Image Added

2. Click the

...

1. Image Added button. 

2. The Permit None restriction will have been removed and it will be possible to associate Dept. Hierarchy Permissions with the given SLA again.

Table of Contents

Attachments

...

The Attachments tab allows Users to attach file(s) (including .pdf, .jpg, .doc, and more) of interest or relevance to the SLA by uploading the file(s) into PCR-360.

...

To attach one or more files, navigate to the 'Attachments' tab and click the Image Modified button located on the Grid Toolbar above the 'Attachments' grid. The User will be prompted to select the file(s) from their hard drive to upload. Upon selection of a file(s), the upload will begin automatically.

...

Allows a User to download a file to their local machine. To download the file, select the file to download, and click the Image Modified button.  Use the download form that opens to specify a location on the local machine to download the file to and click OK. This can be useful to make modifications to a file, which can then be re-uploaded.

...

This will open the file, if possible, for viewing by the User. To open the file, select the file to view and click the Image Modified button.  The file will Open in a new tab for viewing. No modifications of the original file can be made when opened in this manner.

...

Allows the name of the file to be modified within PCR-360. To edit the name select the file to be edited and click the Image Modified button.  This will open the 'Manage Attachment' form.

...

If a User modifies the name of the file, that is the new name that will be used when downloading the file. To edit simply modify the Filename in the Filename: field and click the Image Modified button. 

Delete Selected

The Image Modified button will remove the file from PCR-360.

Table of Contents