Creating Service Level Agreements Using the SLA Console

Starting from the v 21.2 release, you have the choice of continuing to use the pre-v 21.2 interface for defining SLAs, or to use the new interface available from release v 21.2 on. The new interface uses a console interface that provides one screen from which you can perform all tasks, and that simplifies choices for SLA creation. For example, it enables you to:

Select workflow steps using a diagram of the workflow to simplify step selection
Create new SLAs by either prefilling the form using an existing SLA, or by using an SLA that you have designated as a template.
Create and maintain multiple SLAs at once if they have the same workflow and service levels.

Defining SLAs is presented in three steps:

Requests. You define the location, person requesting the work, and issue for the work governed by this SLA.
Workflow. In this step, you define what actions should happen when the work has each status. For example, you define what should happen when the work is Requested, Approved, Assigned to a Work Order, Issued, Completed, and Closed. Steps can define whether the work requires approval, to whom it is dispatched, when and to whom notifications should be sent, and whether estimation or scheduling are required.
Service Level. In this step, you define the requirements for the response by entering the service window start and end times, and the service desk manager. Optionally, you can enter the time to respond and time to complete the work.

There are two ways of creating SLAs working from the SLA console:

Option 1 - creating SLA using the SLA Wizard (Edit Details)

The SLA wizard is the complete form for defining an SLA.

Working from this wizard, you can:

Select from all supported request parameters. This includes locations, requestor, division, department, or equipment assets.
Create SLAs that use different priority levels
Create a workflow or service level that is not based on an existing template.
Prefill the workflow or service levels for the new SLA by selecting these from any existing SLA.

See:

Option 2 - creating SLAs using the quick action pop-up form

When you click Add New SLA from the Manage Service Level Agreements view, you access the Add New SLA form. Using this simple quick action pop-up form, you can

Create an SLA as long as the SLA you are defining uses only Problem Type and Locations for the Request parameters, and does not have multiple priorities.
Select the workflow and service level for the SLA from templates - these are SLAs that you have created and saved their workflow or service levels as templates. So, you can use this pop-up form only if you have already saved at lease one workflow and service level as a template.

See:

Getting Started

A good way to get started is to create a few basic SLAs using the SLA wizard, and save their workflows and service levels as templates.

Then, you can use the quick action form to create SLAs that use a similar workflow and service level as these SLAs.

If the new SLA uses a different dispatch option than the workflow template you select, you can change the dispatch option right from the selection form. This is handy as often the workflow for different SLAs varies only in their dispatch option.

Creating Multiple SLA at Once - Grouping

Do you have certain requests that you handle the same with the only variation being the problem type or location? For example, suppose in your workflow all requests for painting go to work team A, and require both approval and estimation, but these requests come in for different locations, and therefore require different SLAs. For these requests, you can create and manage the SLAs together. This is referred to as grouping. Grouping can be a good way to get started when you have a number of similar SLAs.

See Grouping SLAs.