Workplace Services / Service Desk /Service Desk Manager
Workplace Services / Service Desk / Service Contract Manager
Building Operations / On Demand Work / Service Desk Manager (Legacy)
Building Operations / On Demand Work / Service Contract Manager (Legacy)
Space Planning & Management / Space Inventory & Performance / Service Desk Manager (transaction method)
Space Planning & Management / Personnel &Occupancy/ Service Desk Manager (transaction method)

Determine Ordering Sequence of SLA

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 from a specific requestor, say, the company CEO. You also have an SLA for maintenance requests pertaining to the executive lounge. 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 Service Desk Manager / Determine Ordering Sequence of Service Level Agreements task from the Process Navigator. Choose the Request Type, and the system presents the SLAs of this request type for you to order. This task is available for both legacy and non-legacy methods.

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.

Ordering Sequence and Problem Type

If you have two SLAs - one that is for just the first tier of a two-tier problem type and another that is for both tiers - make sure that the ordering sequence of the SLA with just the first-tier problem type is less than the ordering sequence of the SLA with both tiers. In this way, the SLA for the first-tier problem type serves as a "catch all" for a category of problem types.

Back

Back to Overview of Creating an SLA