Open topic with navigation

You are here: Chapter 7: Configuration and Administration > Workspace Administration > Automated Workflow > Using Service Levels

Using Service Levels

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:
  1. The Service Level field is auto-populated once the contact information is pre-filled.
  2. 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.
  3. 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.

  1. 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.
  2. 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:
  1. 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.
  2. 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.
  3. 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.

  1. 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.

 

©Copyright 1999, 2009 BMC Software, Inc. © Copyright 1996 - 2017 BladeLogic, Inc. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. FootPrints is the exclusive property of BladeLogic, Inc. and is registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BladeLogic trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners.BladeLogic, Inc. and BMC Software, Inc. Confidential. Click here for the installation guide which includes the provisions described in the BMC License Agreement and Order related to third party products or technologies included in the BMC Product.