To add an SLA target to a support provision task definition

When assigning a Service Level Agreement to a task definition configured against the Support module classification, the metrics by which the service is measured can be augmented with a custom priority weighting. Thus, when launching a task within an active case file, which itself is operating under a specific priority - High, Medium, Low, etc. - the matching task SLA is initiated automatically.

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

1. Navigate to Quick Menu > Support > Configuration > Support Case Task Definition. The Support Task Definition Configuration window is displayed.
2. Select a support provision task definition from the alphabetical list, or type its name into the Search Task Definitions field. By default the list is filtered to show Current task definitions. 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 Task Definition SLA 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 if an assigned priority weighting matches that of the overarching support case, 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 task.
8. Where manual override of the calculated target completion date is permitted, activate the Revision allowed tick box provided.
9. Choose an Effective from date for this task definition SLA i.e. the date on which it came into effect 4.
10. Choose an Effective to date if the task definition 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.
11. Click on Confirm. The new service level agreement for the support provision task definition is displayed in the SLA summary table.
12. Repeat steps 4 through 11 to add a further SLA to the same support provision task definition 5.
13. 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 Task Definitions field will match against any element of the support provision task description.

2 Only those companies assigned to the support provision task definition 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 task maintenance overview

To create a new support provision task definition

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

To define a general lookup parameter value