Creating Multiple SLAs at Once by Grouping

When defining SLAs, Service Desk Managers can choose multiple values for each of the request parameters (Problem Type, Site Code, Building Code), as long as each of the request parameters has the same workflow and service levels. Doing so will create multiple SLAs in the database; all SLAs that are created together will be given the same value in the helpdesk_sla_request.Grouping field. This facilitates creating and maintaining these SLAs.

For example, if the same workflow and service parameters exist for 10 different problem types in the same location, then the service desk manager may create and edit all 10 SLAs simultaneously.

All SLAs that are created together will be presented on the same row in the SLA console.

Note: When selecting multiple request parameters in a form that allows multiple selection, you should multi-select on only one part of a mutli-part key, so that the selection happens correctly. In other words, multi-select only sites, or only buildings, not buildings and sites..

The grouping feature is available from both Quick Edit and the SLA Wizard (Edit Details).

Upgrading

If you are upgrading to the new SLA interface, you will not initially have any SLAs grouped together, because the grouping occurs at the time when SLAs are created. SQL queries can be written to find SLAs that have identical workflows or service parameters so that those SLAs can be grouped together manually. The queries will search on the following sets of fields:

table: helpdesk_sla_response

Fields:

activity_type
manager
dispatcher
supervisor
cf_id
work_team_id
notify_requestor
notify_craftsperson
default_duration
autoschedule
autoissue
autodispatch
autocreate_wr (deprecated)
autocreate_wo
autoapprove
autoaccept

SLAs can have multiple records in the helpdesk_sla_steps table. SLAs must have the same number of rows in the helpdesk_sla_steps table, and those rows must have identical values in the following list of fields in order to be grouped together as having identical On Demand Workflows:

Table: helpdesk_sla_steps

Fields

activity_id
request_type
status
step_order
step
em_id
cf_id
vn_id
step_type
step_status
role
notify_responsible
multiple_required
condition

SLAs must have identical values in the helpdesk_sla_response table for each of the following fields in order to be grouped together as having identical Service Parameters:

Table: helpdesk_sla_response

Fields:

manager
servcont_id
time_to_respond
time_to_complete
serv_window_start
serv_window_end
serv_window_days
interval_to_respond
interval_to_complete
allow_work_on_holidays