Building Operations / Preventive Maintenance / Service Desk Manager

Determine Ordering Sequence of Service Level Agreements

All SLAs receive an algorithm-defined default ordering sequence.

The ordering sequence tells the system how to handle a service request that falls under multiple SLAs. For example, suppose you have an SLA for handling maintenance requests for a specific equipment item. You also have an SLA for handling maintenance requests from a specific requestor, such as the CEO. If the company CEO requests maintenance on the executive lounge, the request falls under two SLAs. The program examines the ordering sequence of these two SLAs, notes which SLA has the ordering sequence with the highest value, and applies this SLA to the request.

You can edit the default ordering in two methods:

After setting the Response Procedures of the SLA, the program presents the Determining Ordering page, showing the SLA list for the current Request Type.
You can run the "Determine Ordering Sequence of Service Level Agreements" task from the Process Navigator for the Service Desk Manager role. You will be prompted to select a request type. Choose Service Desk - Maintenance.

With either method, the system presents a screen on which you can manually modify the default ordering sequence of the SLAs by clicking the up and down arrows for each SLA.