Symantec SERVICEDESK 7.0 - CUSTOMIZATION GUIDE Manual page 34

Symantec® ServiceDesk Customization Guide 7.0
Overall late timespan is 60 days, with a warning at 30 days. You can configure
individual levels within this basic SLA. For example, give the Support level 1 8
hours to respond, with a warning at 4. Same with SLA level Support II and
"Escalated." Emergency late timespan is 2 hours, with a warning at 1.
Emergency SLA level:
Overall late timespan is 60 days with a warning at 30 days. You can configure it
to be more aggressive, for example, overall late timespan of 8 hours, with a
warning at 4 hours. Then give the Support level 1 4 hours to respond, with a
warning at 2.
The "overall" SLA timeframe is the real SLA requirement the ServiceDesk has to the
customer. The levels within the overall SLA are "internal" SLA levels. These internal
levels can be looked at as a higher standard that the ServiceDesk holds itself to, to
make sure the real SLA ("overall") is never missed.
When the internal SLA level reaches its "warn" time, an e-mail is sent to the current
assignee, if it is assigned to a specific user (not a group). The status remains
unchanged. When the internal SLA level reaches its "late" time, the status is changed to
"OUT OF TIME" and the ticket becomes assigned to Support I and Support II no matter
who it was assigned to at the time it hit the "late" time. An e-mail is not sent at this
point because the ticket is now assigned to multiple groups of users rather than one
particular user.
When a ticket reaches the overall SLA "warn" time, an e-mail is sent to the current
assignee, if it is assigned to a specific user (not a group). If the "late" date at the overall
level is reached, chances are the ticket already auto-escalated and had notifications sent
based on the internal SLAs. Therefore no action is configured in ServiceDesk at this
point.
Customers can essentially disable SLAs by increasing the late and warning timespans to
a very large number of days if need be. This is recommended if your company is not
using SLAs. Currently, ServiceDesk is set up for basic SLA behavior.
Incident Management looks to a global value populated with the SLA status. The
workflow components (such as the Dialog Workflow component), in Incident
Management use the late date of the current SLA as their timeout value. If a late date is
surpassed, the ticket "times out" and takes the time out path out of that component.
The incident history is updated to reflect the time out.
Incidents only auto-escalate once by default. This can be changed, as described later in
this section.
To change SLA timespans
1. In the SD.DataServices project, open the Setup SLA Requirements model. There are
two SLA levels identified, an Emergency SLA level and a Basic SLA level. Within each
level is an "Add New Data Element" component that sets the SLA requirements
timespans.
2. Open the respective "Add New Data Element" component to edit.
3. Click on the Value ellipses button.
4. At this level, there is a late time span (the time that, when exceeded, denotes the
task and the subsequent SLA as late), and a warn time span (the time that, when
reached, at initiates a warning that the SLA deadline is approaching). These values
will be the overall SLA values, meaning that the levels of approval/action within the
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