9.3 Manage SLAs

By creating SLAs, you can clearly define ticket responses and problem solution goals.
By allocating incident tickets, you can calculate incident ticket escalation times and visualize overall status management.
There is no limit on the number of SLAs registered. You can create multiple SLAs and set different target escalations for separate SLAs.

NoteNote
Calendars to be selected when creating an SLA must be configured beforehand. For details on calendar settings, see "Set calendars".


(1) Create an SLA

The procedure for creating an SLA is shown as follows.

1. Select [Admin] from the main menu.
2. On the screen that appears, click [Ticket Settings]-[Service Level Agreements]. The [SLA Management] screen appears.
3. Select [Actions]-[Add SLA].
4. On the [Add SLA] screen, register the required information.

For more information on input fields, see the following.

(Table) Input fields for [Add SLA]

Field Description
SLA* Name of the SLA
Service Leave blank.
Calendar The relevant calendar
Select a calendar from the list.
Be sure to set this in order to correctly evaluate the SLA.
Time to Detect (minutes) The target period from when an incident occurs until it is registered
Time to Acknowledge (minutes) Target period from incident registration until the start of incident response
(Notify by) Warning threshold value (%)
Select from the list.
Time to Know (minutes) Target period from incident registration until the root cause is identified
(Notify by) Warning threshold value (%)
Select from the list.
Time to Resolve (minutes) Target period from incident registration until the problem is resolved
(Notify by) Warning threshold value (%)
Select from the list.
Validity* Specify "valid".
Comment* Enter any comments.
*Required item

5. When you have finished entering data, click the [Save] button to return to the [SLA Management] screen.

(2) Update an SLA

The procedure for updating an SLA is shown as follows.

1. Select [Admin] from the main menu.
2. On the screen that appears, click [Ticket Settings]-[Service Level Agreements]. The [SLA Management] screen appears.
3. From [List], select the SLA you want to update.
4. On the [Edit SLA] screen, edit the contents of the item you want to change.
For details on input fields, see "(Table) Input fields for [Add SLA]".
5. When you have finished editing, click the [Save] button.
If you clicked the [Save and finish] button, you will be taken to the [SLA Management] screen.

NoteNote

  • Changing the SLA definition might cause the SLA for registered incident tickets to be recalculated, which can take some time until the registration is completed.
  • For tickets with a "closed" status, even if the SLA definition is changed, the various SLA metrics will not be recalculated.
  • For tickets with a status other than "closed", even if the SLA definition is changed, already confirmed SLA metrics will not be recalculated. Only unconfirmed SLA metrics will be recalculated.


(3) Invalidate an SLA

You cannot delete any SLAs that have already been registered. If you are not planning to use an SLA, you can invalidate the SLA.
When you create tickets, you cannot select any invalidated SLAs.
The procedure for invalidating an SLA is shown as follows.

1. Select [Admin] from the main menu.
2. On the screen that appears, click [Ticket Settings]-[Service Level Agreements]. The [SLA Management] screen appears.
3. From [List], select the SLA you want to invalidate.
4. On the [Edit SLA] screen, select either [invalid] or [invalid-temporarily] in the [Validity] field.
5. Click the [Save] button.
If you clicked the [Save and finish] button, you will be taken to the [SLA Management] screen.
6. [invalid] or [invalid-temporarily] will be displayed for the applicable SLA in [List].
By selecting [valid] in the [Validity] field in step 4, you can use an invalidated SLA again.