Overview
This article will help Enterprise Service Management (ESM) Application Administrators to determine how Service Level Agreements are applied to tickets.
Important
Individuals must have ESM Application Admin, or ESM Enterprise Admin access to the desired ticketing application to configure SLAs. If you do not have this level of access please contact either the App Admin of the desired ESM ticketing application, or submit an
Enterprise Service Management ticket requesting assistance with creating and configuring SLA(s).
What materials do I need?
- Internet connectivity
- Web browser
- ESM App Admin, or Enterprise Admin privileges within the applicable ticketing application.
How do I use this technology?
Service Level agreements can be applied one of 3 different ways:
- Through the use of an Automation Rule.
This allows the setting criteria that must be met to apply specific SLAs.
- By setting the Default SLA on a Ticket Type.
This allows the selection of an overall default SLA and this can be combined with Automation Rules to process exceptions to that default.
- Manually when updating a ticket.
This can allow you to individually override SLA applied automatically or only apply them selectively as needed.
Important
Individuals must be assigned a role which has the Change Service Level Agreement of tickets permission enabled.
Is there any additional information I should know about?
Changes made to the active status, operational time setting, operational hours set, response deadline and escalation, or resolution deadline and escalation will not affect tickets that have already been assigned to this SLA. However, any ticket assigned after the edit will be affected.
Need additional help or have issues
For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for the appropriate support group.