Create SLA Template
Explanation
This activity is used to create an SLA template line within an SLA Template.
These SLA Template lines will create
SLA Commitments
on Requests, Request Scopes and Work Tasks.
Each template line will as a minimum have a:
- Duration which is used to calculate the SLA Due Date.
- Calendar which defines the working hours applied when
calculating the SLA Due Date.
- Fulfillment Entity which defines for which entity events
will complete/fulfill the SLA. The supported entities are Request, Scope,
or a Task. If we're assuming that the SLA is fulfilled by a Work Task being
set to Work Done, the Fulfillment Entity should be set to Task.
- Fulfillment Event which relates to the Fulfillment
Entity and defines which particular Event that should fulfill the SLA. If
we're assuming that the SLA is fulfilled by a Work Task being set to Work
Done, the Fulfillment Event should be set to WORKDONE. It's important to
note that only Events configured as SLA Applicable in
Event Entity Configuration for
Request (SrvRequest), Request Scope (SrvRequestScope), Work Task (JtTask)
and * (No Entity) are available to use.
There are a number of optional attributes that can be used to further detail
the SLA behavior.
- Work Task Applicable which is used to specify if the
SLA is to be considered for automatic scheduling.
- Scheduling SLA Type specifies which Scheduling
SLA Type to use. This will be connected to the SLA Commitment. Each
Scheduling SLA Type defines the SLA curve shape used by the scheduling
engine. The Scheduling SLA Types are part of the Scheduling Basic Data.
- Start Based defines whether just the start of the
Work Task must be within the defined SLA period or if the Work Task
must be completed within the SLA period.
- Task Sub Group can used to defined that the SLA
Template Lines should only be applied to specific group of Work Tasks.
- If the Task Sub Group is None it is applicable
for all the tasks under the Request Scope where the SLA Template
line is applied.
- If the Task Sub Group is Work Stage, the SLA
Template Lines will only be applicable for Work Tasks with the specified
Work
Stage value.
- Cutoff Type can be left blank or be set to
Time or Next Day. When the Time
option is selected, the fields Cutoff Time and Time Unit will be enabled.
This allows the user to manually define the remaining time of a working
day to be ignored when calculating the Due Date. When Next Day
is selected, the calculation of the Due Date will always start from the
next working day without considering the remaining time of the day the SLA
was created. Left blank, the functionality is disabled. For example, if
the Cutoff Type is Time and the business day ends at 17.00
and the Cutoff Time is 1 hour and the SLA Trigger occurs at 16.02, the due
date will be calculated starting from the next business day.
- Triggering Entity and Triggering Event
is used if the SLA Commitment start date should be set based on
when the Triggering Event occurs. If we're assuming that the SLA should
start when a Request is Released, the Triggering Entity
should be set to Request and the Triggering Event to RELEASED.
Prerequisites
System Effects
- An SLA Template Line will be created.