Ranking Service Level AgreementsRanking Service Level AgreementsA system administrator can configure the system to allow Service Desk agents to apply only one service level agreement (SLA) to a record at a time, or allow users to apply multiple valid SLAs to a record. These options are set at the site level.
If the system administrator configures the system so that a Service Desk user can only apply one SLA to a record and multiple valid SLAs exist for that record, the system applies the SLA with the highest rank. If multiple SLAs can be applied to a record by Service Desk agents, the system administrator must choose whether to prioritize them based on a numerical rank or by commitment stringency.
You can use the Ranking field on the Service Level Agreement tab to determine the order in which the system should apply the SLAs. Two approaches exist for ranking SLAs:
First create all SLAs for a given system business object, such as INCIDENT, and then rank them.
Create and rank SLAs one by one. You might need to view all SLAs that apply to INCIDENTS from the List tab to decide how to rank any new SLAs that you create.
When you rank an SLA, the lowest number has the highest rank. The highest possible rank is one (1). If you have a problem ticket that has three valid SLAs applied to it, with ranks of 4, 6, and 2, then the system applies the SLA with the rank of 2.
In the following example, the system uses rank to determine which SLA
to apply, and the asterisks denote which values the system applies to
the ticket or work order.
|
SLA |
Ranking |
Contact |
Response |
Resolution |
|
123 |
2 |
2 hours** |
8 hours** |
12 hours** |
|
456 |
5 |
4 hours |
6 hours |
24 hours |
|
789 |
10 |
12 hours |
16 hours |
20 hours |
If the system administrator has allowed for multiple SLAs to be applied to a record, you also can use the stringency method to determine which values the system will apply. In this case, the system compares the commitment types across all valid SLAs and the most stringent commitment from each type is used to set the values on the ticket or work order. The system ignores any value placed in the Ranking field.
In the following example, the system uses stringency to determine which
values within multiple SLAs to apply, resolving to one SLA using the values
noted here by asterisks on the ticket or work order.
|
SLA |
Ranking |
Contact |
Response |
Resolution |
|
123 |
2 |
2 hours** |
8 hours |
12 hours** |
|
456 |
5 |
4 hours |
6 hours** |
24 hours |
|
789 |
10 |
12 hours |
16 hours |
20 hours |
Service Level Agreements (SP) Application
About Service Level Agreement Types
Create a Service Level Agreement