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Establish Service Level Agreement (SLA) Times
Symantec® ServiceDesk Customization Guide 7.0
7.
Configure the Text Equals component as follows:
Set the constant value "location" as the Compare Variable.
Select SingleReference.ReferenceType as the Variable Name (you may need to
check the Show All Data checkbox).
Click OK.
8.
Connect the Not Equals path of the Text Matches Rule back to the For Each Element
in Collection component.
9.
Add a custom SQL component to retrieve the Site ID. Pass in the
SingleReference.ReferenceID variable as input.
10. Use a Matches Rule to set up routing for the Site ID. (See the preceding instructions
for routing by location for an example.)
11. Clone the Get Support I component and select the respective group to which each
site will be assigned. Repeat for all the sites desired.
12. Configure the Finished path of the For Each Element in Collection component to
handle incidents that don't have location.
About Auto-Escalation
By default, all auto-escalations due to SLA timeout or resulting from unprivileged
escalation, go to Support II. This is determined in the Routing Rules > Determine
Escalation model. (Unprivileged escalation means the user does not have the permission
to select a particular user or group to whom to escalate; this is the default for all
Support I members.)
Allowing Auto-Escalation is a setting configured during installation. However, you can
change this setting post-installation from the Admin > Data > Application Properties
page.
One example of customized escalation when a ticket times out is to check the user it
was assigned to, do search in Active Directory for that user's manager, then escalate it
up to that user's manager.
About Unprivileged & Privileged Escalation
As described in the previous section, unprivileged escalation means the user does not
have the permission to select a particular user or group to whom to escalate. This is the
default functionality for Support I. However, you can enable Support I to have privileged
escalation capability two ways: by granting the Incident.CanSelectAssignment privilege,
or by changing the SD.IncidentEscalation model so the "User Has Permission to Custom
Escalate?" component always evaluates true. (Edit the component's Settings tab >
uncheck "Is Enabled" and select true.)
Incident Management SLA
By default, the SLA timeframes in Incident Management are:
Basic SLA level:
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