Create SLA Template
Explanation
This activity is used to create an SLA Template. An SLA Template can have
multiple lines that 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.
Using SLA Templates
The SLA Templates can be connected to a set of entities and will be applied
automatically when creating new Requests and Request Scopes.
The SLA templates are applied on Requests/Scopes/Work Tasks in the following
hierarchical order, where the lower value has the higher priority:
- SLA Template defined on a
Customer
Warranty Template
- SLA Template defined on a
Request Contract Line Urgency record.
- SLA Template defined on a Request Contract Line
- SLA Template defined on an
Urgency
record on a Service in the Service Catalog.
- SLA Template
defined on a Service in the Service Catalog.
- SLA Template connected to a
Service Organization
The SLA Start Dates are set in 3 different ways when the SLA Commitments
are created using the templates.
- For a Request, Request Scope and Work Task, the SLA Start Date will
be set to the creation date of the Request.
- For a Request, Request Scope and Work Task created from Recurring
Services the Request Reg Date / Recurring Service
Due Next Date will be set as the SLA Start Date.
- If a Triggering Event (Start Event) is defined on the Template Line,
the SLA Start Date is set when the Event is created.
If a Request is created manually and an SLA Template is used, the Request
Creation Date will be used as the SLA Start Date, assuming no Triggering Event
has been specified.
If a Request is generated from a Recurring Service and an SLA Template is
used, the Due Next Date (also visible on the Request as the Reg Date) will be
used as the SLA Start Date, assuming no Triggering Event has been specified.
If a Request is created manually or through a Recurring Service and an SLA
Template is used, where Triggering Event(s) are defined, the SLA Start Date
will be set when the Triggering Event occurs. The lines will be created in status
Planned if the triggering event has not yet occurred.
SLA Templates and SLA Work Task Applicability
When SLA Templates create the SLA Commitments, and there is an SLA Template
Line flagged as Work
Task Applicable the
following logic applies.
- Work Task Applicability defined against Fulfillment
Entity Request will
be applied to all Work Tasks created for the Scope.
- If
Task Sub Group set
to Work Stage, the SLAs will only be applied to Work Tasks with the
corresponding Work Stage defined in
Task Sub Group Value.
-
If
Scheduling SLA Type
is
connected,
then the SLA commitment will
be used to schedule the work task.
- Start Based defines whether
the start of the work task using the SLA Commitment must be scheduled
with in the defined SLA period or not.
- Work Task Applicability defined against Fulfillment
Entity Scope will
be applied to all Work Tasks created for the Scope
- If
Task Sub Group set
to Work Stage, the SLAs will only be applied to Work Tasks with the
corresponding Work Stage defined in
Task Sub Group Value.
-
If
Scheduling SLA Type
is
connected,
then the SLA commitment will
be used to schedule the work task.
- Start Based defines whether
the start of the work task using the SLA Commitment must be scheduled
with in the defined SLA period or not.
- Work Task Applicability defined against Fulfillment
Entity Task will
be applied to only that Work Task which SLA Commitment is created on.
A couple of examples of how the Scheduling SLAs are selected:
- A Request is created with four SLA Commitments
(Fulfillment Entity Request),
but only two SLA Commitments flagged as
Work Task Applicable
and a Scheduling
SLA Type is connected to the commitments.
No SLA Commitments are defined on the Request Scope or the Work Task. The
Work Tasks transferred to Scheduling will pick up the two SLAs defined against
the Request.
- A Request is created with two SLA Commitments
(Fulfillment Entity Request)
flagged as
Work Task Applicable
and a Scheduling
SLA Type is connected to the commitments.
The related Request Scope has two SLA Commitments (Fulfillment Entity Scope)
flagged as
Work Task Applicable
and Scheduling
SLA Type is
not
connected to the commitments. No SLA Commitments exist on the Work Task.
The Work Tasks transferred to Scheduling will pick up the two SLAs defined
the Request and will use the two SLAs on request scope level only to set
the execution due date of work tasks.
- A Request is created without SLA Commitments
on the Request or the Request Scope and the Work Task (Fulfillment Entity Task)
has two SLA Commitments flagged as
Work Task Applicable
and a Scheduling
SLA Type is connected to the commitments.
The Work Tasks transferred to Scheduling will pick up the two SLAs defined
against the Work Task.
Prerequisites
System Effects
- An SLA Template with template lines will be created.