Difference between revisions of "Service Level Rules Builder"
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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/service-level-agreements/rules/ Hornbill Document Library]. | ||
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| + | [[file:hornbill-document-library.png|Service Level Agreement Rules|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/service-level-agreements/rules/]] | ||
| + | <!-- | ||
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__NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[Service Portfolio]] > [[Corporate Service Level Agreements]] > Rules Builder | __NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[Service Portfolio]] > [[Corporate Service Level Agreements]] > Rules Builder | ||
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:* [[Corporate Service Level Agreements]] | :* [[Corporate Service Level Agreements]] | ||
:* [[Escalation Actions]] | :* [[Escalation Actions]] | ||
| + | :* [[Structure_Service_Level_Management|Overview of the Service Level Management Structure]] | ||
|} | |} | ||
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==Managing SLA and Service Level Rules== | ==Managing SLA and Service Level Rules== | ||
[[File:SLARule.png|right|400px]] | [[File:SLARule.png|right|400px]] | ||
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* Add, Amend or Remove Conditions of the Rule and Click '''Save''' to apply the edit | * Add, Amend or Remove Conditions of the Rule and Click '''Save''' to apply the edit | ||
* Click '''Delete''' to Delete the Rule from the Service Level Agreement | * Click '''Delete''' to Delete the Rule from the Service Level Agreement | ||
| − | + | <br> | |
==When are the Rules Evaluated?== | ==When are the Rules Evaluated?== | ||
Once you have created your rules that will determine when a particular Service Level Agreement (SLA) and Service Levels will be invoked, it is useful to understand when the service manager application will evaluate your rules, and how this takes place. | Once you have created your rules that will determine when a particular Service Level Agreement (SLA) and Service Levels will be invoked, it is useful to understand when the service manager application will evaluate your rules, and how this takes place. | ||
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:# If there are multiple Service Level Agreements (SLAs) associated to the Service, the application will first evaluate the SLA rules and determine which SLA should be invoked. If there is only one SLA associated to the Service, this will be chosen. | :# If there are multiple Service Level Agreements (SLAs) associated to the Service, the application will first evaluate the SLA rules and determine which SLA should be invoked. If there is only one SLA associated to the Service, this will be chosen. | ||
:# The application logic will then focus on the SLA that has been identified, and work through the Service Level rules. Upon finding a rule which contains matching conditions, Service Level targets will be set against the request. | :# The application logic will then focus on the SLA that has been identified, and work through the Service Level rules. Upon finding a rule which contains matching conditions, Service Level targets will be set against the request. | ||
| − | + | <br> | |
==Troubleshooting Service Level Management== | ==Troubleshooting Service Level Management== | ||
If you've configured your SLA's and service levels, but continue to find some or all of your requests fail to have targets initiated, there are a few things you can check: | If you've configured your SLA's and service levels, but continue to find some or all of your requests fail to have targets initiated, there are a few things you can check: | ||
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* Check that you have appropriate conditions defined for each rule. | * Check that you have appropriate conditions defined for each rule. | ||
* If you have rules configured, but still the SLA and/or Service Level targets fail to be set, ensure that the criteria being used to set the appropriate SLA, and also service level, is present on the request before the BPM reaches the node responsible for triggering the evaluation of the rules. i.e. if the triggering of an SLA is depended on the priority being established, ensure the request has a priority set before triggering the evaluation of the service level rules. This may mean the location of the node(s) has to be considered in the BPM or perhaps utilising a relevant "suspend" node. | * If you have rules configured, but still the SLA and/or Service Level targets fail to be set, ensure that the criteria being used to set the appropriate SLA, and also service level, is present on the request before the BPM reaches the node responsible for triggering the evaluation of the rules. i.e. if the triggering of an SLA is depended on the priority being established, ensure the request has a priority set before triggering the evaluation of the service level rules. This may mean the location of the node(s) has to be considered in the BPM or perhaps utilising a relevant "suspend" node. | ||
| − | + | <br> | |
==What happens if I change something in a request, will the SLA and Service Level targets be updated?== | ==What happens if I change something in a request, will the SLA and Service Level targets be updated?== | ||
| − | + | By default, the changing of the service level following a change in any of the criteria governing the response or fix targets is a manual action. E.g. if your service levels are based on the priority, if the priority is changed, the service level must also be changed in a separate action. A service level can be amended by clicking on the name of the service level located in the request information area on the right hand side of the request. | |
In order to amend a Service Level, a user must posses one of the following roles: "''Service Request Full Access''", "''Incident Management Full Access''", "''Problem Management Full Access''", or "''Change Management Full Access''". Possessing the "''Service Desk Admin''" role will also allow the user to amend the service level. | In order to amend a Service Level, a user must posses one of the following roles: "''Service Request Full Access''", "''Incident Management Full Access''", "''Problem Management Full Access''", or "''Change Management Full Access''". Possessing the "''Service Desk Admin''" role will also allow the user to amend the service level. | ||
| − | + | :* '''Automated Service Level Changes''' | |
| − | [[Category: | + | :: If you prefer that Service Levels are automatically updated, enabling the application setting ''guest.app.view.ITSM.serviceDesk.slm.enableAutomatedSLChanges'' will provide this. When any of the following is changed on a request, the Service Level Rules will be re-assessed automatically. |
| + | :::* Customer | ||
| + | :::* Company | ||
| + | :::* Team | ||
| + | :::* Site | ||
| + | :::* Priority | ||
| + | :::* Category | ||
| + | --> | ||
| + | [[Category:HDOC]] | ||
| + | |||
| + | <!-- /servicemanager-user-guide/service-portfolio/service-level-agreements/rules --> | ||
