Case service-level agreement (SLA) is a mechanism to monitor the deadlines for resolving cases, including terms and response time when the HR agents must provide service to end users.
BMC HR Case Management has one standard SLA, which is by default available when the fresh system is installed. You can modify this SLA and configure new SLAs.
You can add as many SLAs as you need. The SLAs that you add are applicable to all the cases in BMC HR Case Management that fulfill the SLA condition.
After an SLA matches all conditions, the SLA tab on the Case Management console is updated with the SLA details.
You might want notification emails to be sent to individuals or group of individuals when SLAs are triggered. You need to have the notification templates configured for each warning level applied in your SLA configuration.
Thus, if you have four warning levels applied in the SLA configuration (for example, 25%, 50%, 75%, 100%) you must have notification templates configured for each warning level. For details on configuring notification templates, see Configuring notification templates.
In the SLA Configuration Details section, complete the following fields:
Field | Description |
---|---|
Parent Form | Select COL:CASE:Case—a form on which the SLA is configured. |
SLA Name | Unique name of the SLA. |
SLA Description | Description of the reason for the SLA. |
Start Qualification | The condition to start the SLA. Example: 'TR.Case Status' = "Work In Progress".
|
Pause Qualification | The condition to pause tracking of the SLA. Example: 'Case Status' = "Pending". Note: This field is mandatory. |
End Qualification | The condition to stop the SLA. Example: ('TR.Case Status' = "Resolved" OR 'TR.Case Status' = "Cancelled" OR 'TR.Case Status' = "Closed") AND ('DB.Case Status' != "Resolved" AND 'DB.Case Status' != "Cancelled" AND 'DB.Case Status' != "Closed"). |
In the SLA Goal section, complete the following fields:
Field | Description |
---|---|
Day(s) | The number of days allowed to complete the SLA. |
Hour(s) | The number of hours allowed to complete the SLA. |
Minute(s) | The number of minutes allowed to complete the SLA. |
Workdays | The configuration of a workday definition: 24*5 - 24 hours 5 days a week 24*7 - 24 hours 7 days a week 8*5 - 8 hours 5 days a week |
Holidays | The configuration of a holiday definition. |
In the Target Details section, add at least one target for an SLA. Complete the following fields:
Field | Description |
---|---|
Warning level | A warning level is an SLA status.There are four warning levels (1-4), where 1 is the lowest intensity warning and 4 is the highest intensity warning. Each warning level corresponds to a target: four targets—four warning levels. Select one of these levels to send an SLA notification. |
Target N % | The percentage of time allowed to elapse before a notification is sent. This can be set for four different targets—1, 2, 3, and 4. Each target relates to a notification template with the same number. |
Type | Select the type of the SLA notification receiver: To send notification to any receiver, select Individual. To send notification to any group of receivers, select Group. To send notifications to the case assignee or the whole group assigned to the case, select Field. |
Target N Notify | Select the notification receiver or group of receivers from the list. The options for selection available in the drop-down list depend on the choice that you make in the Type field. |
Notification N Template | Select a notification template that contains the text that will be sent to the notification receiver—an individual or group that you selected in the Target N Notify field. |
Click Save & Close.
2 Comments
Zaheer Ahmed
Olga Kutetska
The values in the list are configured on the BMC Remedy AR Server. Here is the instruction how to do that: https://docs.bmc.com/docs/display/public/ars91/Scheduling+holidays