Creating SLAs for On Demand Work Using the SLA Wizard

The SLA wizard is the complete form for creating SLAs. You can use this form to create SLAs that have more instructions than can be created from the quick action pop-up form. Using the SLA wizard, you define SLAs and can save their workflow and service levels as templates. These templates can then be used when creating SLAs from the quick action pop-up form. See Option 1 - Creating SLAs using the SLA wizard for information on when to use this method.

Note: There is no need to create a catch-all default SLA to prevent orphaned requests, because the application ships with default SLAs as part of the Schema and Quick-Start databases. The default SLA has a request type of SERVICE DESK – MAINTENANCE and an ordering sequence of 1. If no other SLAs are defined, or if a work request does not match with any other SLA, the system matches the work request to this SLA. You can edit these default SLAs, but you should not delete them.

Access the Edit Details SLA Wizard for creating on demand work

To create an SLA using Edit Details:

From the Process Navigator, select Service Desk Manager / Manage Service Level Agreements task.
The Manage Service Level Agreement grid shows a list of the SLAs already defined.
Click Add New SLA, and select On Demand SLA from the submenu that appears.
The Add New SLA form appears.
Click Edit Details.
The Step 1 Requests form appears.

Step 1 Requests

You can make the SLA as specific or general as you need by completing the Request Parameter options.

Define the request.You can enter the following by typing in the list and selecting from the list of values that match your typing. Or, you can click the Add More link to select from a list of all values.:
- The location: If you handle work differently depending on its location, enter the location information here. For example, if work for a specific building is handled by a particular work team or supervisor, create an SLA for this building.
  Tip: Select the location unit lowest in the space hierarchy first, and the units higher in the hierarchy are automatically filled in. For example, first select the building , and its associated site is automatically shown in the form.
- Person requesting the work: Select the Requester, Employee Standard, Division or Department. Make these selections if you handle requests differently depending on the specific person requesting the work, the requestor's position in the organization, or the division or department making the request.
- Issue: In the Issue section, select the Problem Type, Equipment Code, and the Equipment Standard if needed. If you do not make a selection here, the SLA is applied to any problem type, equipment asset, or standard as long as the other request parameters are met.
If needed, set a priority. See Setting Priority Levels for an SLA.
Click Proceed to Next Step.

Step 2 - Workflow

The Step 2 - Workflow form enables you to enter the steps for executing this workflow. These steps describe what should happen when the work has each status.

If you selected multiple priorities for the workflow in Step 1 Requests, the Workflow step has tabs , so you can define a different workflow for each priority level. When the form appears, the tab for the Level 1 (default) priority appears. If you did not define priorities, there is only one tab for the default priority.

Option 2 - Use the SLA wizard to define a new workflow

To create the workflow using the SLA form, you can make the following selections from the form

Requested Status

Make the following selections for what should happen when the work has the Requested status.

If needed, select the check box to require approval. See Adding an Approval Step.
If you want the requestor of this work to receive email each time the request changes status, select Notify Requestor of all status changes check box. Otherwise, you can set notifications to occur for specific statuses only.
Optionally, you can add the following steps for Requested work:
- Add Confirmations. These are approvals, or estimation and scheduling approvals that do not include the ability to edit the request. When you define these steps the system enforces them; that is, the work cannot move to the next status until the step is completed. See Adding a Confirmation Step for an SLA.
- Add Notification.
- Add Approval. Use this link to add another Edit and Approval step. See Adding an Approval Step for an SLA.

Approved Status

When a request is approved, it needs to be dispatched so that the work can be issued.

Make the following selections for what should happened once the work is approved:

Auto Create Work Order: If you are using work orders to group your work requests, select this check box to automatically create a work order for this work.
Auto Issue: If you want to expedite work for this SLA, so that it is automatically issued, select this check box. In this case, you will need to specify a work team or a supervisor to whom the work will be issued.
Dispatch request to a work team: To dispatch to a work team, select this option button, and type in the field. A list of work teams that match your typing appear. Select the work team from the list.
Dispatch to a supervisor. To dispatch to a supervisor select this option button, and then type the supervisor in the field.
Assign request to a dispatcher. (This option is not available if you are auto-issuing the work, or auto-creating the work order.) To assign the request to a dispatcher who will determine how it is assigned, select this option, and click the Add Dispatch Step link.
Optionally, select the Craftsperson Code and enter the Default Duration for this work. This will automatically schedule the specified craftsperson for the work, and use the estimated number of hours as the estimate for the work.

Assigned to Work Order status:

Optionally, you can select the following steps for the work when it is assigned to a work order: Because these steps are defined in the SLA, they will be enforced: the work request will not progress until these steps have been completed.

Add Confirmation step - This is an estimation or schedule approval without the ability to edit. See Adding A confirmation Step for Work Requests.

Add Estimation step / Add Scheduling step - See Adding an Estimation or Scheduling Step for Work Requests,

Add Notification step

Issued Status

You can select the following steps for the work once it is issued:

Notify Craftsperson: Select this check box to send email notification to the assigned craftsperson when the work is issued.

Optional Notification step: Click this link to add a notification.

Rejected, Stopped, Cancelled

Optionally, you can define service desk steps for the work when it is rejected, stopped, or cancelled. See Manage Service Desk Steps.

Optionally, save this workflow as a template.

If you think you might reuse this workflow for another SLA, including using it when working from the quick action pop-up form, save it as a template:

Click Save As Template at the bottom of the Step 2.
In the Save this On-Demand Workflow form, enter a descriptive name for this workflow.The system provides a suggestion in the Name field, but change this if needed.
Click Save.

Click Next to proceed to the final step.

Step 3- Service Level

Option 1 - Prefill the Service Level from an existing SLA:

To prefill the Service Level step:

Select the Find SLA link.
Select the Service Level from the list.
Review details for the service level.
Click OK.
The Step 3 - Service Level form appears. You can make changes to the service level if needed.
The bottom of the screen includes a summary of the selections you have made.
After reviewing the SLA, click Save.

Option 2 - Use the SLA wizard to define the service level.

Enter the following information:
- Service Window Start / Service Window End. Enter the time frame during which this work can be done.
- Service Desk Manager. Select the person who is responsible to move the work along.
Optionally, make other selections as needed. You can specify the time to respond, the time to complete, whether work is allowed on holidays for this type of request, the days of the week that this work can be performed, and the Service Contract Code. The service contract defines your agreement with the employee or vendor who provides this service.