SLA Tabs

This is a listing of all the tabs a User might encounter in the 'SLA' Catalog. To access the SLA Catalog navigate to Main > Catalog > SLA.

SDC Time Specifications

Provide default Service Desk Classification to select from when this SLA is used.

Click the

There are three required fields here:

• SDC - This will select an existing SDC to associate with the SLA.
• Hours - This is the time specification for the SLA and represents the allowable hours for a SLA. The allowable hours are affected by several variables also on this form.
• Percent - This is the expectation of completed SLAs that should be completed within the specified time frame. (e.g. 95% means only 5% of SLAs are allowed run over the Time Specification).

The remaining fields are optional:

• Urgency - Sets the Urgency of the SDC. Any SDC with a higher Urgency will override a lower Urgency and set the lower Urgency to the same Urgency.
• Cushion - Sets a cushion between either the current time and the first schedule attempt (in forward scheduling) or between the due date and the first schedule attempt (in backward scheduling). Overrides the system default which is set with the 'Configuration Option': SD_WORKFLOW_DEFAULT_CUSHION.
• Actual Hours - The default for hours is 8 hours per business day. So a setting of 40 hours would mean within 5 business days. Setting 'Actual Hours' to yes by checking it will require no more than 40 contiguous hours for an SLA to be completed.
• End of Day - will allow the SLA to be completed by the 'End of Day' (which is set with the Configuration Option WORKDAY_HOUR_STOP ) during which the "Hours" run out. For example, if 40 hours are chosen with 'Actual' hours set, and a task is scheduled at 4:00 PM Monday, the task would have to be completed by 8:00 AM Wednesday to be "On Time". End of day extends the deadline to End of Business hours on Wednesday. Setting 'End Of Day' will unset 'Actual Hours'.

Note: An SLA can not be defined using a relative time frame e.g. "at the end of the month" or "at the start of the month".

A Widget or an AdHoc Grid should be used if you need to see a current list of "Open" Service Desk Items. If you need assistance adding a Widget or creating an AdHoc Grid, please submit a Professional Services request.

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Default Charges

The 'Default Charges' tab appears on the SLAs Catalogs. From this tab, the User can control any relevant 'Default Charges' for the SLA Catalog item. Adding a Default Charge Allows Administrators to Charge for specific SLA types. For example, if the Administrator wants to automatically add an upcharge when a Customer requests Service quicker then it is the normal business practice. So if the Customer would normally get a service installed in 30 days, and the Customer requests the Service instead installed within 5, and the Admin wants to charge $30 to move that Service up in terms of Workflow priority, then that $30 Charge should be added to this tab.

1. Click the

   

    button. 
2. The 'Add New Default Charges' tab will open.
   

   

3. Select a Charge from the Charge Catalog picker.
4. Enter the Charge Override Amount if desired.
5. Enter the Quantity if desired.
6. Click the

   

    button. 

The form will close and the Default Charge will now be applied to the current Catalog item. Repeat as necessary to add additional Default Charges.

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Service Catalog Permissions

The 'Service Catalog Permissions' tab is specific to the SLAs Catalog. The functionality of this tab allows an Admin to limit what Services can be assigned to a SLA.

Add

Using the 'Add' functionality a User can associate a Service with a SLA. This association will allow the Service to be assigned to the SLA and any Child records.

1. Click the

   

    button. 
2. This will open the 'Add New Services Permissions' form.
   

   

3. Select the Service(s) that are desired to associate with the SLA.
4. Click the

   

    button. 

The Service(s) will now be associated with the SLA and be the only Service that can be assigned to the SLA elsewhere in PCR-360.

Delete Selected

This will remove a Service from the SLA record.

1. Select the Service Permission to remove from the grid.
2. Click the

   

    button. 
   1. The Permission on the current SLA record will have been removed.
      Note: Removing the Permission on a Parent record will remove it on all Child records as well. If a Permission is desired on a Child record it will have to be added manually to the desired record after removing it from the Parent.

Inherited Permissions

This functionality looks up the Tree and shows any Service Permissions that are associated with a given SLA through Inheritance.

1. Click the

   

    button. 
2. This will open the 'View Inherited Permissions' dialog.
   

   

3. Click the

   

    button when finished viewing.

Permit None

This button removes all Service Permissions from a given SLA. This will NOT remove any Inherited Permissions from the Parent record. To use, simply click the

Note: If 'Permit None' is set on a Parent record, the Child records will be similarly limited.

To remove the 'Permit None' Status follow these steps:

1. Select the line in the grid that says:

   

2. Click the

   

    button. 
3. The Permit None restriction will have been removed and it will be possible to associate Service Permissions to the SLA again.

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Location Permissions

The 'Location Permissions' tab appears on the SLAs Catalog. The functionality of this tab allows an Admin to limit what Locations can be assigned to a given SLA.

Add

Using the 'Add' functionality a User can associate a Location Permission with a given SLA. This association will allow the Location Permission to be assigned to the given SLA and any Child records.

1. Click the

   

    button. 
2. This will open the 'Add New Location Permissions' form.
   

   

3. Select the Location(s) that are desired to associate with the given SLA.
4. Click the

   

    button. 

The Location(s) will now be associated with the given SLA and be the only Location(s) that can be assigned to the given SLA elsewhere in PCR-360.

Delete Selected

This will remove a Location from the given SLA record.

1. Select the Location Permission to remove from the grid.
2. Click the

   

    button. 
3. The Permission on the current given SLA record will have been removed.
   Note: Removing the Permissions on a Parent record will remove it on all Child records as well. If a Permission is desired on a Child record it will have to be added manually to the desired record after removing it from the Parent.

Inherited Permissions

This functionality looks up the Tree and shows any Location Permissions that are associated with a given SLA through Inheritance.

1. Click the

   

    button. 
2. This will open the 'View Inherited Permissions' dialog.
   

   

3. Click the 

   

    button when finished viewing.

Permit None

This button removes any associated Location Permissions from a given SLA. This will NOT remove any Inherited Permissions from the Parent record. To use, simply click the

Note: If 'Permit None' is set on a Parent record, the child records will be similarly limited.

To remove the 'Permit None' Status follow these steps:

1. Select the line in the grid that says:

   

2. Click the

   

    button. 
3. The Permit None restriction will have been removed and it will be possible to associate Location(s) with the given SLA again.

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Dept. Hierarchy Permissions

When Dept. Hierarchy Permissions are set, the Catalog item will be limited to the listed Dept. Hierarchy. Setting the Permissions in this manner will ensure that ONLY the assigned Dept. Hierarchy will be assignable to the Catalog item.

The 'Dept. Hierarchy Permissions' tab is specific to the SLAs Catalog. The functionality of this tab allows an Admin to limit what Dept. Hierarchy Permissions can be assigned to a given SLA.

Add

Using the 'Add' functionality a User can associate a Dept. Hierarchy Permission with a given SLA. This association will allow the Dept. Hierarchy to be assigned to the given SLA and any child records.

1. Click the

   

    button. 
2. This will open the 'Add New Dept. Hierarchy Permission' form.
   

   

3. Select the Dept. Hierarchy(s) that are desired to associate with the given SLA.
4. Click the

   

    button. 

The Dept. Hierarchy(s) will now be associated with the given SLA and be the only Dept. Hierarchy(s) that can be assigned to the SLA elsewhere in PCR-360.

Delete Selected

This will remove a Dept. Hierarchy from the given SLA record.

1. Select the Dept. Hierarchy Permission to remove from the grid.
2. Click the

   

    button. 
3. The Permission on the current SLA record will have been removed.
   Note: Removing the Permission on a Parent record will remove it on all Child records as well. If a Permission is desired on a Child record it will have to be added manually to the desired record after removing it from the Parent.

Inherited Permissions

This functionality looks up the Tree and shows any Dept. Hierarchy Permissions that are associated with a given SLA through Inheritance.

1. Click the

   

    button. 
2. This will open the 'View Inherited Permissions' dialog.
   

   

3. Click the

   

    button  when finished viewing.

Permit None

This button removes any associated Dept. Hierarchy Permission from a given SLA. This will NOT remove any Inherited Permissions from the Parent record. To use, simply click the

Note: If 'Permit None' is set on a Parent record, the child records will be similarly limited.

To remove the 'Permit None' Status follow these steps:

1. Select the line in the grid that says: 

   

2. Click the

   

    button. 
3. The Permit None restriction will have been removed and it will be possible to associate Dept. Hierarchy Permissions with the given SLA again.

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Attachments

The Attachments tab allows Users to attach file(s) (including .pdf, .jpg, .doc, and more) of interest or relevance to the SLA by uploading the file(s) into PCR-360.

Uploading a File

To attach one or more files, navigate to the 'Attachments' tab and click the

Download File

Allows a User to download a file to their local machine. To download the file, select the file to download, and click the

Open File

This will open the file, if possible, for viewing by the User. To open the file, select the file to view and click the

Edit Selected

Allows the name of the file to be modified within PCR-360. To edit the name select the file to be edited and click the

If a User modifies the name of the file, that is the new name that will be used when downloading the file. To edit simply modify the Filename in the Filename: field and click the

Delete Selected

The

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