SLA combinations

CDESK allows you to create SLA for priorities, types of requests, areas of services, customers, places and devices. You can also create SLA combinations, which is described below.

Based on your settings in CMDB, two situations can occur:

1.) Disabled SLA main group in CMDB - this setting allows you to create customer-specific SLA for each customer, you can set terms for priority or combination of priority/type of request.

2.) Enabled SLA main group in CMDB - everything mentioned above + allows you to specify SLA for places and devices

 

Possible SLA combinations

Default SLA tied to priority of request. It is possible to create many SLA combinations to adjust SLA to your needs. A full list of possible combinations is shown below:

priority - SLA is determined purely by the priority of request

- priority/type of request - you can define SLA for every possible combination of priorities and types of requests

- priority/area of service - allows you to define SLA for every possible combination of priorities and areas of service

- priority/type of request/area of service - allows you to define a 3-level SLA combination for every kind of priority, type of request and area of service.

 

To edit SLA settings, navigate to Admin zone -> Main menu -> Global settings -> Default SLA.

You can edit SLA for priorities in section Default setup of SLA's basic priorities.

 

Setting SLA for priorities

Image: Setting SLA for priorities

 

To create a two-level combination of priority/request type or priority/area of service, scroll down to the bottom of the SLA settings page. A full list of all request types is show. Just choose the request that you want to define custom SLA for a in the drop down list choose option Use custom setup. A list of all priorities with SLA times for this particular combination of priority/request type will appear. 

If you want to use combination of priority/area of service or priority/type of request/area of service, click the checkbox Enable SLA for services. 

 

Creating a custom two-level SLA combination

Image: Creating a custom two-level SLA combination

 

 

To create a three-level combination of priority/type of request/area of service, choose tab Area of request service/Request types. Additional panel with all areas of services will appear as shown in the following picture:

 

Creating a three-level SLA combination

Image: Creating a three-level SLA combination