Перейти к содержанию

Affected SLAs

Affected SLAs are records that are automatically added to the request each time a request needs to be included in an SLA management report. In these cases, it may be necessary to determine the actual response and resolution times and downtime duration. The actual values and applicable targets are stored in the corresponding SLA records to simplify SLA management reporting.

Members of the team responsible for achieving the targets of one or more affected SLAs associated with a request, will see these affected SLAs highlighted. The color in which an affected SLA is highlighted is determined by the time required to achieve its nearest target. If the deadline for the nearest target has passed, the affected SLA will be highlighted in red; if less than 20 minutes remain until the nearest target – the affected SLA will be highlighted in orange; if between 20 and 60 minutes – yellow; and if more than 60 minutes or the deadline is not specified – green.

The nearest target can be the response time (if a response hasn't been made yet). Otherwise, the target is the resolution time.

Please note that a response for an affected SLA is considered provided if:

  • the service instance associated with the affected SLA differs from the service instance selected in the request,
  • the status of the request has been set to ‘In Progress’, ‘Awaiting…’, ‘'Waiting for process’ or ‘Completed’, or
  • the request has been assigned to a team that is not the first line team or support team.

The next target for the request is used as the strictest response time and resolution time of the team assigned to the request. The next target is displayed in the header row of the open request, presented in viewing mode. The next target is determined by coloring the header row string the same as how the nearest affected SLA target determines the color of an affected SLA for team members responsible for achieving targets specified in the affected SLA.

The Affected SLA fields page presents recommendations for using each of the form fields in the affected SLA form.