SLA settings
Settings related to SLAs can be made on the SLA tab of Order settings.
For a description of the fields in SLA tab, see SLA settings.
 | For more information on SLAs and Orders, see TSIs . |
Selecting 'Wait' statuses for the SLA
It is possible to define existing (user-defined) statuses as 'Wait' status(es) on Orders business object with respect to the SLA.
Prerequisites
• The statuses must belong to Order business objects for which an internal or external SLA can be defined, such as, Request, Move request, Work order, PPM order or Move order.
Procedure
1. Go to Business objects > Orders.
2. On the action panel, click Under construction and then click Business objects settings.
The Order settings dialog box appears.
3. On the SLA tab, from the Links action panel, click the SLA: Wait statuses option.
The SLA: Wait statuses dialog box appears.
4. Select the status(es) that you want to link as waiting status(es), and move them to the In use section.
5. Click OK and Close the Order settings dialog box.
6. Set the Orders Business object status to Completed.
You have now defined 'Wait' status(es) for the SLA.
 | The statuses defined in SLA settings apply to all user-defined business objects in a system business object. Note that once a status is defined as 'Wait', it cannot be used for defining any other statuses. |
Defining 'Actual' KPI statuses for an SLA
The following KPI statuses can be defined on Orders (Work orders and Move orders, PPM orders). using the existing (user-defined) statuses with respect to the SLA:
• Actual time to respond (ATTR)
• Actual time to attend (ATTA)
• Actual time to fix (ATTF)
• Actual time to complete (ATTC)
| | For more information on KPIs, see the webhelp about SLA Management KPI (Key performance indicator. |
Procedure
1. Go to Business objects, select the Orders business object.
2. On the action panel, click Under construction and then click Business objects settings.
The Order settings dialog box is displayed.
3. On the SLA tab, from the Links action panel, select the required KPI option: SLA: Actual response statuses / SLA: Actual attendance statuses / SLA: Actual fix statuses / SLA: Actual completion statuses.
The respective dialog box is displayed.
4. Select the status(es) that you want to link as Actual KPI status(es), and move them to the In use section.
5. Click OK and Close the Order settings dialog box.
6. Set the Orders Business objects status to Completed.
You have now defined Actual time to ... KPI status(es) for the SLA. If a user selects the configured status on the order (user-defined work order, move order or PPM order), the corresponding date-time field in the Orders TSI is filled with the date-time of changing the status. For example: when a user sets the order to In progress, the Actual date-time to attend field is updated with the current date-time.
| | The four corresponding Actual date-time reference fields must be added to any relevant Orders layout(s) to display the SLA information to the users. |
| | A status defined as Wait cannot be used as Actual KPI status. |