Fields of Affected Service Level Agreements (SLAs)

The fields in the affected Service Level Agreements (SLAs) form are listed below and recommendations for using each of them are provided.

Service Level Agreement (SLA)

In the Service Level Agreement (SLA) field the affected Service level agreement (SLA) is automatically installed.

Customer

In the Customer field, organization is automatically set, which was selected in the Customer field of the relevant service level agreement (SLA) at the time the record of the affected service level agreement (SLA) was created.

Service instance

The Service Instance field automatically installs service instance, which was selected in the Service Instance field of the relevant Service Level Agreement (SLA) at the time the affected Service Level agreement (SLA) record was created.

Standard service request

In the Standard Service Request field, the request template is automatically set, which was applied to the request and is associated as a standard service request with the service offer on which the service level agreement (SLA) is based.

Team Template

The Team Template field displays the Team associated with the template last applied to the request, provided that the service template matches the instance of the service associated with the affected Service level agreement (SLA). If the template applied to the request for the last time is related to the workflow template, then the Workflow manager's Team is displayed in the Team Template field.

First line team

In the field The first line Team automatically sets the Team that was selected in the field The first-line Team of the corresponding service instance at the time of creation of the affected service level agreement (SLA) record.

Support Team

In the field Support team the team that was selected in the field is automatically installed The support team of the relevant service instance at the time of creation of the affected Service Level Agreement (SLA) record.

Supplier

The Supplier field automatically identifies the organization that was selected in the Supplier field of the corresponding service instance at the time the affected Service Level agreement (SLA) record was created. This field is filled in if the service provider is an external organization.

Influence

The Influence field automatically sets the influence level selected in the request, provided that the service instance selected in the request matches the associated service instance. If the service instance selected in the request differs from the associated service instance, the value in the Influence field is automatically determined based on the relationship between the service instance selected in the request and the associated service instance.

Started

The date and time are automatically set in the Started field, which is the beginning of the countdown for calculating targets and the duration of the reaction time and the decision time for the affected service level agreement (SLA).

Support hours

In the Support Hours field, calendar is automatically set for the support hours selected for the impact level specified in the service offer of the associated Service Level Agreement (SLA).

Time zone

The Time Zone field automatically sets the time zone specified in the service offer of the relevant service level agreement (SLA) at the time of creation of the record of the affected service level agreement (SLA).

Reaction time

The value in the Reaction Time field is automatically calculated based on the date and time in the Start field, the value in the Max. reaction Time field, and the calendar selected in the Support Hours field in the affected Service Level Agreement (SLA) record.

Actual reaction time

The Actual Reaction time field initially lacks a value. It is set to the current date and time if: the service instance associated with the affected Service Level Agreement (SLA) differs from the service instance selected in the request; the Status field in the request is set to ‘In Progress’, ‘Suspended’, ‘Pending Workflow’ or ‘Completed’; the request command has changed, and the new command is not a first-line or support team for the service instance in the request.

Max. reaction time

The Max. reaction time field automatically sets the value that was specified in the Reaction Time field for the level of influence in the service offer associated with the service level agreement (SLA) at the time of assigning the level of influence in the record of the affected service level agreement (SLA).

The actual duration of the reaction

The value in the Actual Reaction Time field is automatically calculated based on the date and time in the Start field, the date and time in the Actual Reaction Time field, and the calendar selected in the Support Hours field in the affected Service Level Agreement (SLA) record.

Solution time

The value in the Solution Time field is automatically calculated based on the date and time in the Start field, the value in the Max. solution duration field, and the calendar selected in the Support Hours field in the affected Service Level Agreement (SLA) record.

Actual decision time

The Actual Decision time field indicates the current date and time if the request status becomes “Completed". This field becomes empty when the request status changes from “Completed” to another value, as well as when the Actual response time field is filled in due to the request status change to "Rejected". The Actual Decision Time field also remains empty if the Actual Reaction Time field is filled in because the new service instance in the request is not the same or hierarchically related to the service instance located in the hierarchy below.

Max. solution duration

The Max. decision duration field automatically sets the value that was specified in the Decision Time field for the level of influence in the service offer associated with the service level agreement (SLA) at the time the level of influence was assigned in the record of the affected service level agreement (SLA).

The actual duration of the decision

The value in the Actual Decision Duration field is automatically calculated based on the date and time in the Start field, the date and time in the Actual Decision Time field, and the calendar selected in the Support Hours field in the affected Service Level Agreement (SLA) record.

Next target

The Next target field displays the reaction time or the decision time, if they are still applicable.

Service hours

If the impact in the record of the affected service level agreement (SLA) has the value “Highest - the service is unavailable to multiple users”, then a calendar of service hours is automatically set in the Service Hours field for the service offer associated with the service level agreement (SLA).

Simple started

In the field Simple started field value is automatically set Idle started in the request that the affected Service Level Agreement (SLA) record is associated with.

Simple completed

In the field Simple completed field value is automatically set Idle completed in the request that the affected Service Level Agreement (SLA) record is associated with.

Length of downtime

The value in the field The downtime isautomatically calculated based on the date and time in the field Simple started, date and time in the field Idle Completed and the calendar selected in the Service Hours field in the affected Service Level Agreement (SLA) entry.

The clock stopped at

The value in the Clock stopped at field is automatically set to the date and time when the status “Pending action from the customer” was set for the request associated with the affected Service Level Agreement (SLA) entry.

Duration of the stopped clock

The value in the field The duration of the stopped hours is automatically calculated based on the periods of the stopped hours and the calendar selected in the Support Hours field in the affected Service Level Agreement (SLA) record.

Stopped time periods

In the field Stopped Time Periods lists the start and end of each period when the hours of the affected Service Level Agreement (SLA) were stopped.