Building Operations/Preventive Maintenance / Service Desk Manager

Starting a New or Editing an Existing Preventive Maintenance SLA

To start a new SLA you can:

start a new from scratch by running the Manage Service Level Agreements task and clicking the Add SLA button on top of the list
copy an existing SLA by running the Manage Service Level Agreements task, selecting an existing SLA, and then choosing the Copy SLA button. This method is handy if you need to create an SLA that is similar to an existing one.

To edit an existing SLA:

Choose the Manage Service Level Agreements task.
On the Select tab, locate the SLA you want to edit. (If necessary you can restrict the list by using the Filter panel.)
Clicking the Edit button next to the appropriate SLA.

Note: When you create SLAs from this task, the system will automatically assign the SLA a request type of Service Desk Maintenance and a Problem Type of Preventive-Maintenance.

Note: As a Service Desk Manager, you may edit an SLA for which service requests have already been generated and are in process in the system. In this situation, the system will handle the in-process service requests according to the new rules that you define for the SLA governing these requests.

Note: Notice the SLA with a request type of SERVICE DESK – MAINTENANCE and an ordering sequence of 1. Since the system requires that all work requests it processes be matched to one SLA, the schema provides this SLA to serve as a “catch-all." 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. Do not delete this SLA.

Next, you move to the Request Parameters tab to define basic request parameters such as preventive maintenance schedule, location, and equipment.

Back to the Overview

Go back to Procedure to Create a Preventive Maintenance SLA