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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==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 --> | ||
