To add an SLA target to a support provision type

When assigning a Service Level Agreement to a support provision type, it is possible to augment those operational boundaries with a custom priority weighting. Therefore, upon launching an associated case file and assigning the relevant priority - High, Medium, Low, etc. - the matching SLA for that priority is applied automatically.

The procedure to add an SLA target to a support provision type is as follows:

1. Navigate to Quick Menu > Support > Configuration > Support Types. The Support Type Configuration window is displayed.
2. Expand a classification heading and select a support provision type from the alphabetical list, or enter its name into the Search Case Types field. By default the list is filtered to show Current support types. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All combinations 1.
3. Click on SLA. The SLA tab is activated.
4. Click on New SLA. The Select SLA Definition window is displayed.
5. Using the Companies drop-down field, multi-select all companies for which this SLA is relevant, or choose the All option, as required 1 2.
6. Where the defined SLA will only apply to support provision cases matching a specific priority weighting, activate the Priority applicable tick box provided; use the adjacent Priority drop-down field to multi-select the desired parameter values 3.
7. Using the SLA definition drop-down field, select the target completion schedule appropriate to this support provision type.
8. Where manual override of the calculated target completion date is permitted, activate the Revision allowed tick box provided.
9. Where the synchronisation of target completion dates between a case and all associated tasks is not mandatory following a manual override, activate the Task revision can breach Case SLA tick box provided.
10. Choose an Effective from date for this support provision type SLA i.e. the date on which it came into effect 4.
11. Choose an Effective to date if the support provision type SLA is to be reviewed on a specific date or to capture a change of circumstances; a blank field means the SLA will never expire.
12. Click on Confirm. The new service level agreement for the support provision type is displayed in the SLA summary table.
13. Repeat steps 4 through 12 to add a further SLA to the same support provision type 5.
14. Click on Save.

Tip

1 Where only a small number of parameter values are not required, activate the All tick box first and then deselect individual items from the full list, as required; the All tick box will be automatically removed once an item is deselected.

Note

1 The Search Case Types field will match against any element of the support provision type description.

2 Only those companies assigned to the support provision type will be available for selection.

3 These custom values can be populated by the end user via the system parameter entitled System Case Priority Type.

4 The Effective from date defaults to the current system date and cannot be left blank.

5 Only one SLA rule can be effective for a specific priority weighting across the same company; where overlapping Effective from and Effective to dates are detected, the user will be asked to amend the values accordingly.

See related topics...

Support provision type maintenance overview

To create a new support provision type

To create a new SLA target definition for a support provision classification

To define a general lookup parameter value