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

  1. Open the workspace where you want to configure SLM:
    1. Click the Administration tab.
    2. 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.
  2. Create a link between tickets and the work target:
    1. In the left pane, click Relationships.
      The Create new Relationship page appears. 
    2. Click Add.
    3. In the Link Type field, select the relationship that you want to create such as Ticket/Work Target. 
    4. In the Items in this container section:
      1. In the Role field, select Ticket.
      2. In the Container field, select the workspace. 
      3. In the Item field, select Ticket.
    5. In the Related item section:
      1. In the Role field, select Work Target.
      2. In the Container field, select the destination service portfolio. 
      3. In the Item field, select Work Target.
    6. Click Save.
  3. Add a Link Control to the ticket form for displaying SLM deadlines:
    1. In the left pane, click Record definitions and double-click the Ticket item that you want to modify.
    2. Click Forms and double-click the appropriate form.
      For detailed instructions about working with forms, see Configuring forms.
    3. In the left pane, click Form Controls.

    4. Drag a Link Control on to the form.
    5. In the Link Type field, select Ticket/Work Target: Work Target.
    6. Add the columns that you want to appear on the form such as Target Date or Triggered Date.
    7. Click Save.
  4. Create a rule to activate SLM:
    1. In the breadcrumb trail, click the Item link.
    2. In the left pane, click Business Rules.
    3. Click New Business Rule and select SLM Rule.

    4. Enter a Name for the new rule and modify the other fields in the Business Rule Properties section as needed.

    5. In the Triggers section, create at least one trigger statement.
    6. In the Criteria section, do not create any conditions.
    7. In the Actions section, select Activate Service Response and Resolution Enforcement.
    8. Click Create.
  5. Click Save.
  6. (Optional) Create additional business rules to manage other agreements in the contract.
  7. Publish the workspace to implement your changes:
    1. In the breadcrumb trail, click the Workspace link.
    2. Click Save and Publish.
      A confirmation message appears.

    3. Click Yes.

      The Publication Succeeded message appears, showing the number of errors and warnings.

Related topics

Configuring service level management

Configuring SLM in a service portfolio

Configuring relationships

Configuring workspaces

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