Table Of Contents

Admin | | [Choose Service] | Service Dashboard

Manage

- Admin ProcessAutomation IM ManageSLALevels - ServiceDesk – Process Automation – SLA Levels

Level Days Minutes Business Hours
Initial Response – Late (Emergency)   60 Default Business Hours
Initial Response – Late (High)   120 Default Business Hours

You can amend these with an action.

- Admin ProcessAutomation IM ManageSLALevels Actions - ServiceDesk – Process Automation – SLA Levels

Then add/amend the needed.

- Admin ProcessAutomation IM ManageSLALevels Add - ServiceDesk – Process Automation – SLA Levels

Videos

Configuration: SLA Framework Overview
https://www.symantec.com/connect/videos/servicedesk-configuration-sla-framework-overview

This video provides an overview and demonstration of using the SLA framework in ServiceDesk 7.5.  The video will cover creating business hours, creating SLAs, applying SLAs based on rulesets, and taking action when an SLA is missed.

If you prefer a written Article to a video see the transcription below:

SLA Levels

Click on “Manage SLA Levels” on the left hand side.

We want to create a new one so click on Add SLA Level.

Set some values.

Service ID: INCIDENT-MGMT
Level: VIP
Description: This is for VIPs
Milestone: Initial Response
Escalation: Late
Late Date: Days: 0 Minutes: 30
Use Business Hours X
Business Hours: Extended Hours

Once you press Save this will show in the original list.

Protirus.png  - Protirus - ServiceDesk – Process Automation – SLA Levels



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