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On Demand / SLA Console

Preventive Maintenance / SLA Console

Creating Multiple SLAs at Once by Grouping

When defining SLAs, Service Desk Managers can choose multiple values for each of the request parameters (such as, Problem Type, Site Code, Building Code, Requestor), as long as each of the request parameters has the same workflow and service levels. Doing so will create multiple SLAs in the database, but these SLAs will be shown on one row in the console so that they can be managed together. This process of displaying multiple SLAs on one row is called grouping.

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.

How the Manage Service Level Agreements console displays SLAs that are grouped together

The Grouping field (helpdesk_sla_request.grouping) contains a number that groups together SLAs that differ only in their request parameters. These SLAs s are given the same value in the Grouping field. The SLA console searches for SLAs that have the same value in the Grouping field, and shows these SLAs on a single row so that they can be managed together. You can identify these SLAs because the columns for the request parameters for these SLAs will show multiple values. If there are more values than will fit in the allotted space, an ellipsis appears at the end of the text.

For information on changing the ordering sequence for SLAs that are grouped, see Determining the Ordering Sequence of SLAs.

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