Configuring SLM in a workspace
To configure SLM in a workspace, you must create a relationship between the tickets and a work target in a service portfolio, add a Link Control to the appropriate ticket form, and define the business rules for sending notifications about upcoming and initiated breaches of the service level targets (SLTs).
To configure SLM for a workspace
- Open the workspace where you want to configure SLM:
- Click the Administration tab.
- In the Workspaces section, click the workspace that you want to modify, or click Manage to open the Workspace Administration page. Then double-click the workspace.
The Workspace details page appears.
- Create a link between tickets and the work target:
- In the left pane, click Relationships.
The Create new Relationship page appears. - Click Add.
- In the Link Type field, select the relationship that you want to create such as Ticket/Work Target.
- In the Items in this container section:
- In the Role field, select Ticket.
- In the Container field, select the workspace.
- In the Item field, select Ticket.
- In the Related item section:
- In the Role field, select Work Target.
- In the Container field, select the destination service portfolio.
- In the Item field, select Work Target.
- Click Save.
- In the left pane, click Relationships.
- Add a Link Control to the ticket form for displaying SLM deadlines:
- In the left pane, click Record definitions and double-click the Ticket item that you want to modify.
- Click Forms and double-click the appropriate form.
For detailed instructions about working with forms, see Configuring-forms. - In the left pane, click Form Controls.
- Drag a Link Control on to the form.
- In the Link Type field, select Ticket/Work Target: Work Target.
- Add the columns that you want to appear on the form such as Target Date or Triggered Date.
- Click Save.
- Create a rule to activate SLM:
- In the breadcrumb trail, click the Item link.
- In the left pane, click Business Rules.
- Click New Business Rule and select SLM Rule.
- Enter a Name for the new rule and modify the other fields in the Business Rule Properties section as needed.
- In the Triggers section, create at least one trigger statement.
- In the Criteria section, do not create any conditions.
- In the Actions section, select Activate Service Response and Resolution Enforcement.
- Click Create.
- Click Save.
- (Optional) Create additional business rules to manage other agreements in the contract.
- Publish the workspace to implement your changes:
- In the breadcrumb trail, click the Workspace link.
- Click Save and Publish.
A confirmation message appears. Click Yes.
The Publication Succeeded message appears, showing the number of errors and warnings.
Related topics
Configuring-service-level-management
Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*