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On demand / SLA Console
Preventive Maintenance / SLA Console

Creating SLAs for Preventive Maintenance Using Edit Details

You can use the SLA wizard to create SLAs that govern preventive maintenance. Once the system generates preventive maintenance work requests, it matches the work requests to defined SLAs and then adds the appropriate information from the SLA to the work request. For example, an SLA can govern such information as the enforcement of the due dates, the automatic issuing of work orders, and the assignment of work to work teams, craftspersons, and supervisors.

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.

Access the Edit Details SLA Wizard for creating preventive maintenance work

To create a preventive maintenance SLA using the SLA wizard (Edit Details):

  1. 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.

  2. Click Add New SLA, and select PM SLA from the submenu that appears.

    The Add New SLA form appears.

  3. 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.

  1. To define the request, you can enter the following:
  2. Click Proceed to Next Step.

Step 2 - Workflow

Option 1 - 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

  1. Select one of the following:
    • Dispatch the request to a work team
    • Dispatch the request to a supervisor
  2. Optionally, select:
    • Auto Issue
    • Notify Supervisor(s)
    • Notify Craftsperson(s)
    • Craftsperson Code.
    • Default Duration -

  3. Optionally, save this workflow as a template.

    1. Click Save As Template at the bottom of the Step 2.
    2. In the Save this workflow form, enter a descriptive name for this workflow. The system provides a suggestion in the Name field, but change this if needed.
    3. Click Save in the form to save the template..

  4. On the Step 2 Workflow form, click Next to proceed to the final step

Option 2 - Prefill

If you have already saved SLAs for on demand work, you can prefill the new SLA from an existing SLA.

To prefill the workflow:

  1. Click Find SLA at the bottom of the Step 2 form.

    The form to select the SLA shows a list of the workflows for all saved SLAs.

  2. Select the workflow from the list.

    The check box to select a different dispatch option appears. Often, the workflows for SLAs differ only in the dispatch used, so this form enables you to easily make this change if needed.

  3. To use a different dispatch option than this workflow uses, select the Use this workflow with different dispatch check box

    The dispatch options appear on the form.

  4. Select the option button to dispatch the work request to a work team or to a supervisor, and enter the work team or supervisor into the form.
  5. Click OK.

    If you have made any entries for this step before selecting to prefill, you receive a message that your entries will be overwritten.

  6. Click OK if you want to proceed with the prefill selection.

    The Step 2 Workflow form appears filled in with the settings from the selecting workflow.

  7. Click Next to proceed to the step for defining the Service Level for this SLA.

Step 3- Service Level

Option 1 - Use the SLA wizard to define the service level
  1. 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.
  2. 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.
  3. Save as Template. Optionally, save this service level as a template:
    1. Click Save As Template.
    2. In the Save this Service Level form, enter a descriptive name for this workflow.The system provides a suggestion in the Name field, but change this if needed.
    3. Click save.
  4. Click Save on the Step 3 - Service Level form.

Note: If an existing SLA has the same request parameters as those that you have entered, the system will notify you that it will not save the SLA as it is not unique.

Option 2 - Prefill the Service Level from an existing SLA

To prefill the Service Level step:

  1. Select the Find SLA link.
  2. Select the Service Level from the list.
  3. Review details for the service level.
  4. Click OK.

    The Step 3 - Service Level form appears. You can make changes to the service level if needed.

  5. The bottom of the screen includes a summary of the selections you have made.
  6. After reviewing the SLA, click Save.