Create Service Level Lines
Explanation
Use this activity to create Service Level
Lines for a Service Level
Package.
These Service Level Lines
are used to create, Request Scope SLA Order Lines, when applicable.
In
Service Level Lines; Response, Resolution and Cut-off Times, can be specified
for different Work Stages of the Service, as detailed below:
- Response Time - The time from entering a Request
or finishing the preceding Work Stage, to when the work should be started.
- Resolution Time – The time from entering a Request
or finishing the preceding Work Stage, to when the work should be finished.
- Cut-off Time – The time up to which a resolution
time can be calculated. When creating a Request, if the remaining time of
the working day falls later than the Cut-off Time, the resolution time will
be calculated from the next working day.
On each Service Level Line, date calculation can be
defined to be based on either Base Date or Previous Task, as explained below:
- Base Date - Latest Start
and Finish dates are calculated based
on the entry date of the Request Scope.
- Previous Task - Latest Start
and Finish dates are calculated based
on the actual completion of a preceding Service
Level Line.
Prerequisites
- The Service Level Package must be in Preliminary status.
- The Work Stages must be defined in the Work Stages
page.
- The Calendars must be defined and generated in the Calendar
page.
System Effects
A new Service Level Line will be created.