The service level feature can help the service desk meet
service levels for customers based on their service contracts or based
on pre-set resolution times for different incident types. Service
level information is available to Agents when viewing a Customer’s contact
record or Issue.
On the Create
Issue or Edit
Issue page, the Service
Level field is displayed in either the Contact
Information or Issue
Information section of the form, depending on the configuration.
Note
The names of the Service
Level, SLA
Due Date, and SLA
Expiration Date fields are customizable by the administrator and
may have alternate names.
If the Service Level field is displayed
in the Contact Information section:
The Service
Level field is auto-populated once the contact information
is pre-filled.
To view the details
of the service contract, click the SLA
Information link. The details appear in a pop-up window, including
the description of the contract, the required resolution time, and any
file attachments.
If enabled, the SLA
Due Date field (always
displayed in the Issue
Information section) is auto-populated with the due date for this
Issue based on the resolution time for the Customer’s service level.
For example, if the Customer’s service level
is "Gold”, which has a resolution time of two hours, and an Issue
is created at 9am on Friday, the due date is auto-set to 11am on Friday.
This is
the time by which the Issue must be resolved to meet the terms of the
Customer’s service contract.
The SLA
Expiration Date, if populated, indicates when the Customer’s service
contract expires. This
can be used to determine if the Customer is entitled to service.Ccontact your administrator for more information on how this feature is
being used.
If automated escalation
rules exist for a service level, automated actions may also occur with
an issue based on the service level or due date, such as auto-assignment,
email notifications, or change to priority and status.
If the Service Level field is displayed
in the Issue Information section:
Select a choice for
the Service
Level field. For example, if the Incident
Type field determines the service level, selecting network
outage determines the required resolution time.
To view the details
of the service level, click the SLA
Information link. The details appear in a pop-up window, including
the description of the contract, the required resolution time, and any
file attachments.
If enabled, the SLA
Due Date field (always displayed in the Issue
Information section) is auto-populated with the due date for this
Issue based on the resolution time for the incident type.
For example, if network
outage has a resolution time of two hours and an Issue is created
at 9am on Friday, the due date is automatically set to 11am on Friday.
This is
the time by which the Issue must be resolved to meet the terms of the
service level agreement for network outages.
If automated escalation
rules exist for a service level, automated actions may also occur with
an issue based on the service level or due date, such as auto-assignment,
email notifications, or change to priority and status.