Priority Type SLA Settings
The Priority Type SLA Settings page allows you to customize the SLA response or completion times stored in a priority list for a specific request type and subType. For example, if a priority list indicates that the priority High has an SLA response time of 15 minutes, these settings can be used to indicate that for fire alarms, the High priority requires a SLA response time of 5 minutes instead.
Priority Type SLA Settings override the SLA settings established using Priority Lists for a specific request type or request type/subType combination only. For more information about how SLA response and completion times are calculated, see SLA Estimated Response & Completion.
To open the Priority Type SLA Settings page:
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Open the Administration Menu page.
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Under the LOGBOOK ADMIN heading, click Priority Type SLA Settings.
By default, any settings established for the default priority list are displayed at the bottom of the page. You can create SLA request type/subType overrides for the default priority list or for any other priority list you choose
To define priority type SLA settings:
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In the Priority List field, select the priority list you want to create an SLA override for.
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In the Request Type field, select the type of request to create an SLA override for.
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In the Request Sub Type field, select the subType of request to create an SLA override for.
You are not required to select a subType. If you select only a Type, the override will apply to all subTypes.
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In the Priority field, select the priority you want to create an SLA override for.
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Click ADD.
The priority type/subType combination is added to the list at the bottom of the page.
Note:
If you select a value in the Activity Group field and then click the Import All Types link, all of the request types in that activity group are added to the list, providing a shortcut for creating multiple overrides. This shortcut can only be used to define overrides for a request type (and therefore all associated subTypes), not for individual type/subType combinations.
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For each override added, define the following SLA settings:
- Status – Select Active to keep the override active, or Inactive to temporarily deactivate it.
- Follow Up Alert – Select the amount of time from when the request is entered to send out an alert email if the request hasn't been responded to.
- SLA Response – Select the amount of time from when the request is entered that an acknowledgment of the request must be made (the status of the request is changed to a Response status).
- SLA Completion – Select the amount of time from when the request is entered that the work on the request must be completed (the status of the request is changed to a Work Complete status).
- Override SLA Service Hours – Select Yes to disregard the property's defined SLA service hours and perform SLA calculations using a 24-hour time frame.
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Once all of the overrides are defined, click UPDATE.
Deleting a priority type SLA setting deletes the request type/subType SLA override from the system and allows new requests of the specified type/subType to use the default the SLA calculations for the selected priority. Deleting an override does not change the SLA response/completed times for any work requests that were created while the override was in place.
Deleting a priority type SLA setting removes it permanently from the system. You can alternately elect to set a setting's status to inactive to prevent it from being used but not delete it from the system.
To delete a priority type SLA setting:
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On the Priority Type SLA Setting page, in the Priority List field, select the priority list containing the override you want to delete.
All of the defined overrides appear at the bottom of the page.
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You can use the Filter by Type or Filter by Priority fields to display a smaller list of overrides.
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Locate the override you want to delete and click the DELETE button.
Define Priority Type SLA Settings