Creating SLAs for Preventive Maintenance Using the SLA Wizard (Edit Details)

(To create the workflow using the SLA form, you can make the following selections from the form

1. Dispatch options. Select one of the following:
   • Dispatch the request to a work team
   • Dispatch the request to a supervisor
2. Optionally, select:
   • Auto Issue.  If you want to expedite work for this SLA, so that it is automatically issued, select this check box. In this case, you will need to specify a work team or a supervisor to whom the work will be issued.
   • Notify Supervisor(s). Select this check box to have the supervisor notified when the work request is generated and the work request changes status.
   • Notify Craftsperson(s): Select this check box to have the craftsperson notified when the work request is generated and the work request changes status.

     Note: The system sends e-mails to the supervisor and craftsperson upon Preventive Maintenance work request generation, and upon work request status changes thereafter. If the work is auto-issued, the notification is sent to the supervisor and craftsperson upon work request generation. For Non-auto-issued SLAs that do not have the Notify Craftsperson check box selected, the system sends an e-mail notification to the supervisor upon work request generation. When the supervisor schedules a craftsperson and then issues the request, the system sends a notification to the craftsperson.

   • Craftsperson Code / Default Duration. Sometimes, you might want to specify that a particular craftsperson handle a job. For example, an SLA for a particular equipment item might dictate the work always be handled by a craftsperson who has received specialized training for this item. In these cases, you can specify an exact craftsperson and how long the task should take as part of the SLA. If assigning work to a particular craftsperson is not important, you may wish to have the supervisor, or work team handle this assignment; in these cases, do not complete Craftsperson and Default Duration fields.

3. Template. Optionally, save this workflow as a template.

   If you might use a variation of this workflow for another SLA, save it as a template:

   1. Click Save As Template at the bottom of the Step 2 form.
   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

If you have already saved the workflow for an SLA for preventive maintenance as a template, you can prefill the new SLA using this workflow.

To prefill the workflow using a template:

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

   The form to select the SLA shows a list of the workflows that you have already saved as templates.

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.

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.

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.

   The bottom of the screen includes a summary of the selections you have made.

5. After reviewing the SLA, click Save.