Difference between revisions of "Service Level Agreements"
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| + | This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/services/service-level-agreements/ Hornbill Document Library]. | ||
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| + | [[file:hornbill-document-library.png|Service Level Agreements|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/services/service-level-agreements/]] | ||
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__NOTOC__ | __NOTOC__ | ||
{| style="width:100%" | {| style="width:100%" | ||
| − | |[[Main Page|Home]] > [[Service Manager]] > [[ | + | |[[Main Page|Home]] > [[Service Manager]] > [[Service Portfolio]] > [[Service Details]] > Service Level Agreements |
|style="text-align:right;"|[[:Category:Service_Manager|Index]] | |style="text-align:right;"|[[:Category:Service_Manager|Index]] | ||
|} | |} | ||
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== Related Articles == | == Related Articles == | ||
:* [[Corporate_Service_Level_Agreements|Corporate Service Level Agreements]] | :* [[Corporate_Service_Level_Agreements|Corporate Service Level Agreements]] | ||
| − | :* [[Service Level Rules Builder]] | + | :* [[Service Level Rules Builder |Manage Rules for Service Levels]] |
:* [[Working Time Calendars]] | :* [[Working Time Calendars]] | ||
:* [[Service Levels]] | :* [[Service Levels]] | ||
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:* Click '''Delete''' to Delete the Rule from the Service | :* Click '''Delete''' to Delete the Rule from the Service | ||
| − | [[Category: | + | === When are SLA Rules Evaluated? === |
| + | :* '''BPM Start Response or Start Resolution Timer''' | ||
| + | :: When a request is following a BPM Workflow that contains either of the Timer operations for ''Start Response Timer'' or ''Start Resolution Timer'' and these nodes are reached, the SLA rules will be evaluated and a SLA selected. | ||
| + | :* '''BPM Request Update''' | ||
| + | :: As part of your BPM workflow you can request an update to the Service Level Agreement at set points. This is done as part of the Update Request operation when you select ''Service Level'' | ||
| + | :* '''Manually on a request''' | ||
| + | :: On a request you can select the listed SLA and View the available Service Level Agreements for this request. | ||
| + | :* '''Automatically on Manual Update''' | ||
| + | :: The setting '''''guest.app.view.ITSM.serviceDesk.slm.enableAutomatedSLChanges''''' can be enabled to provide automated changes to the Service Level Agreements when a request is updated by a user and one of the following has been changed. | ||
| + | :::* Customer | ||
| + | :::* Company | ||
| + | :::* Team | ||
| + | :::* Site | ||
| + | :::* Priority | ||
| + | :::* Category | ||
| + | --> | ||
| + | [[Category:HDOC]][[Category:Videos]] | ||
Latest revision as of 23:44, 8 April 2024
This document can now be found at its new location in the Hornbill Document Library.
