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Set Business Hours & Holidays
Symantec® ServiceDesk Customization Guide 7.0
lifespan of the entire process will be within the overall SLA time. Adjust these times
as needed.
5.
To change the timespans within individual SLA levels, select the respective level and
click Edit.
6.
Make adjustments to the timespans that make sense for the SLA level, and based
on the Set the Late Time Span and Warn Time Spans set at the overall level.
To configure SLAs by customer name, location, contact, or equipment
name, etc.
In the SD.DataServices project, open the Setup SLA Requirements model. You want to
replicate:
The component that checks for the piece of information against which the SLA will
be applied,
The Matches Rule,
The "Add New Data Element" components (or only one, if only one track is desired).
Add the Matches Rule either before the priority level evaluation or after, depending on
what is more important to evaluate first. Select the variable to compare against, then
connect appropriately. The "no match" path of the component should connect to the
original "Add New Data Element" component. Then set the appropriate SLA timeframes
for the new SLA.
If you need several SLAs, it may make sense to create new models for each, then use
SD.DataServices > Setup SLA Requirements so it makes a call to the appropriate model.
Or use a decisioning component to handle which SLA to use.
To enable incidents to time out more than once
1.
Open the SD.IncidentManagement project, and navigate to the Set Timeout Date
model. Please see
Editing the Core ITIL Processes
opening Incident Management from its package; there is an important, required
step regarding unpacking.
2.
Copy and paste the "Set Date Far into the Future" End component and place it after
the "Has Timed Out Before?" True False Rule component.
3.
Connect the true path out of the "Has Timed Out Before?" True False Rule
component to the "Add Process Message" component.
4.
Connect the "Add Process Message" component to the new End component.
Business hours and organization holidays can be set at three levels within Symantec
Workflow:
Globally, using the Business Timespan Editor tool (Start > All Programs > Altiris >
Workflow Designer > Tools > Business Timespan Editor)
Project-level
Component-level, in workflow projects
Determine which level(s) need configuration based on your business locations and SLA
policy. These levels are for one geographical location. For multiple geographic locations,
Symantec recommends getting a consultant's help.
(page 18) if this is the first time
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