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See also our Video tutorial: Getting Started with SDCs
Field | Description | Required? | SD Type | Service/Equipment |
|---|---|---|---|---|
Service Type | Service Catalog specification | Yes | All Types, Service Order, Service Request, Incident, Incident Request, Work Order | Service |
Equipment Catalog | Equipment Catalog specification | Yes | Service Order, Service Request, Incident, Incident Request | Equipment |
SD Action | What is being done to the Service on the Service Desk item | No | Service Order, Service Request | Service |
Equipment Action | What is being done to the Equipment on the Service Desk item | No | Service Order, Service Request, Incident, Incident Request | Equipment |
Incident Code | Description of the Incident | No | Incident, Incident Request | Equipment |
Topic of Problem/Inquiry | Inquiry topic that was selected or extracted from the email subject | Yes | Inquiry | N/A |
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To do so, Users can follow the same protocol established in the Editing a SDC section of the Service Desk portion of this manual.
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Service: Setting the field to 'Service' will make it so the SDC will be used for either all Services or for a specific Service Catalog when selected. In either case, the SDC will trigger the 'Choose a Service Desk Classification' dialog when creating an Action.
Note: A Service Catalog SDC may have specific related Equipment Catalogs. When this is the case, that Equipment will be automatically added to the Service Request.
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- 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.
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To automatically assign the Workflow when the SDC is applied, follow these steps:
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When creating an SDC for a Package, it is important to remember that each component of the Package will require a separate SDC.
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