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
SDC Time Specifications	Provide default Service Desk Categories to select from when this SLA is used.
Default Charges	Add any default charges that correspond to this SLA.
Service Catalog Permissions	Provide a list of permissible Service Catalogs that this SLA can be used on. Also can inherit permissions from its parent if applicable.
Location Permissions	Provide any location specific permission that apply to this SLA. Also can inherit permissions from its parent if applicable.
Dept. Hierarchy Permissions	Provide a list of permissible Department Hierarchies that this SLA can be used on. Can also inherit permissions from its parent if applicable.
Attachments	Provide any file attachments that should accompany this service.

Arranging the Hierarchy

To arrange the hierarchy (parent-child relationships), please see the main Catalog page.