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On Demand / SLA Console

Preventive Maintenance / SLA Console

Use the Quick Action Form to Add Service Level Agreements for On Demand Work

To add SLAs using the quick action pop-up form, the following must apply:

• You must have templates defined as using this quick action method, you select from templates to define the SLA's workflow and service levels. If you do not have templates defined, you must begin by defining an SLA using the SLA wizard.
• The SLA must use only location and problem types as request parameters.
• The SLA must have only one priority - that is, all requests for this SLA must have the same priority.

If these do not apply, you can use the SLA wizard to create the SLA. For instruction to add an SLA using the SLA wizard, including instructions for saving the SLA as a template, see:

• Defining on Demand SLAs Using Edit Details
• Defining Preventive Maintenance SLAs using Edit Details.

Procedure

To add a new SLA (using the Add New SLA form):

1. From the Process Navigator, select Service Desk Manager/ Manage Service Level Agreements task.

   The Manage Service Level Agreement shows a list of the SLAs already defined.

2. Click Add New SLA, and select one of the following from the submenu that appears:
   • On Demand SLA 
   • PM SLA

     The Add New SLA form appears.

3. For On Demand SLA, you can select Problem Types. For PM SLAs, the Problem Type defaults to Preventive Maintenance and cannot be changed.
4.  To add problem types for on demand work:
   1. Type in the Problem Type field and select from the list of values that match your typing. Or, select the Add More link under Problem Types.

      The Select Value - Problem Types form appears.

   2. Select the check boxes for the problem types for this SLA. You can select more than one Problem Types if the problems types all use the same workflow and service levels. See Creating Multiple SLAs at Once - Grouping.
   3. Click Save Selected.

      The Add New SLA form appears filled in with your selections.

5. To add locations
   1. Under Buildings, click Add more.

      The Select Value - Site Code, Building Code form appears.

   2. Select the check boxes for the buildings. You can select more than one Building if the buildings all use the same workflow and service levels.

      The Add New SLA form appears filled in with your selections. When you select a building, if the building is associated with a site, the site is also added to the form.

6. To select the workflow for the SLA:

   Note: If you have not saved any SLAs as templates, click Edit Details to define the workflow. See Creating SLAs for On Demand Work Using the SLA Wizard, or Creating SLAs for Preventive Maintenance Using the SLA Wizard.

   1. Click the Select workflow from template link on the Add New SLA form.
   2. The Select Template form appears.
   3. Select the template from the list.

      The selection box to change the dispatch option appears. This can be useful when a new SLA is similar to an existing SLA but uses a different dispatch option.

      Click here for steps to change the discharge option.

      To change the dispatch option for the selected workflow:

      1. Select the 'Use this workflow with different dispatch' check box.

         The screen expands to show the dispatch options.

      

      2. Select one of the dispatch options by selecting its options button.
         • Dispatch request to a work team.
         • Dispatch request to a supervisor. option, mouse over the Supervisor field, click the Select Values button, and then select the supervisor from the list that appears.
      3. Type in the Work Team or Supervisor field and select a value from the list of values that match your typing. Or, to see all values, mouse over the field, click the Select Values button , and then select the value from the list.
      4. For Assign request to a dispatcher, click Add Dispatch step.

      Note: If the SLAs workflow has been set to Auto-issue the work, or to Auto-assign it to a work order, then the dispatch to dispatcher option is not available.

      The Specify who must dispatch the Work Request form appears.

      

      3. Use the form to select either an employee or an AFM role as the person who will decide how to issue this work request.
      4. If needed, you can set a condition for when the dispatch option is used.
      5. Select Yes for Notify Responsible? if you want the dispatcher to receive an email when a request requires them to dispatch it,
      6. Click Save.
      7. Click OK in the Select Template form.
7. To select the service level for the SLA:

1. On the Add New SLA form, click Select Service Level Agreement from Template.

   A form shows a summary for each of the Service Levels for SLAs you have saved as templates.

2. Click on a service level, and the screen expands to show details for the service level.
3. Click OK to include the selected service level in the new SLA.

7. On the Add New SLA form, click Save.

   A message appears if the application finds another SLA with the same information. In this case the SLA is not saved

   Otherwise, the SLA is now added to the list of SLAs shown in the Manage Service Level Agreement task.