Configure a service offering SLA

You can use certain timestamp fields from a vendor-related incident to start a service offering SLA.

About this task

You can use these timestamp fields from a vendor-related incident to start a service offering SLA.
  • Vendor closed: Start the SLA when a vendor-related incident is closed.
  • Vendor open: Start the SLA when a user saves an incident after selecting a vendor. You can select a vendor when the incident state is set to Awaiting vendor.
  • Vendor resolved: Start an SLA when a vendor-related incident is resolved.
Note: In most cases, Vendor open is the best selection for starting an SLA, but your business process might require a different trigger.

To start a service offering SLA when a vendor incident opens:

Procedure

  1. Navigate to Business Services > Service Offering SLAs > SLAs.
  2. Click New.
  3. Select Incident [incident] in the Table field.
  4. Select Vendor open in the Set start to field.

    This sets the SLA to start at the time shown in the Vendor open field on the incident form. The system creates the timestamp when the incident form is saved in a state of Awaiting Vendor.

  5. Create the Start condition for the SLA.

    [Active] [is] [true] and [State] [is] [Awaiting Vendor]

    This condition starts the service offering SLA when a user saves an active incident in the Awaiting Vendor state.

  6. Create the Stop condition for the SLA.

    [State] [is not] [Awaiting Vendor]

    This condition stops the service offering SLA when a user changes the Awaiting vendor state to any other state.

  7. Click Submit.

    When a user saves an incident after specifying a vendor, the system pauses any contract SLA in use. The system then checks the Set start to field in the service offering SLA to determine which vendor event to use. Because Vendor open starting option was selected for the SLA, it starts on the date and time that appears in the Vendor open field in the incident.

    Vendor ticket start SLA