Service Level Rules Builder

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Introduction

Once you have created a Service Level Agreement, you may have a requirement for one or more Service Levels and their Service Level Targets to be available. When more than one Service Levels have been defined within your Service Level Agreement, the Manage Rules tab will become enabled. This will allow you to configure your rules for when each of the available Service Levels should be invoked for a request is raised against a Service where the Service Level Agreement has been assigned.

Adding Rules

Click on the New Rule button

• Name - The Name of the Rule
• Service Level - The Service level which you would like to be invoked should the conditions of this rule be met
• All - Configure one or multiple conditions which All must match in order for the rule to be met and the defined Service Level to be invoked.
• Any - Configure one or multiple conditions where Any of the the conditions can match, in addition too any All must match conditions in order for the rule to be met and the defined Service Level to be invoked.

It is possible to define multiple rules per Service Level Agreement, the system logic will start by evaluating the first rule in the list looking for a match, and will work through the defined rules thereafter until the first rules match is found.

Configuring Rule Conditions

• Click on the Add Condition button
• Choose one of the available Condition parameters
• Choose if the Condition for the parameter is looking for a match on Is or Is not
• Add one or more values against the Condition parameter

Repeat the above for any additional Conditions you wish to set against the Rule, and click on Create when finished configuring the conditions for the Rule.