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How we can Configure Service type /SLA in CA Service Desk

  • 1.  How we can Configure Service type /SLA in CA Service Desk

    Posted 05-27-2017 04:35 AM

    Hi,

    How we can configure Service type list/ SLA for P1, P2,P3 according to customer requirement.

    P1.. 2hsr

    P2..One day,.

    P3 30 days.

     

    How we can get warning and SLA Violation alerts after creating  Service type list /SLA......

     

    Any one share doc and guide us.

     

    RA



  • 2.  Re: How we can Configure Service type /SLA in CA Service Desk



  • 3.  Re: How we can Configure Service type /SLA in CA Service Desk

    Posted 05-28-2017 10:20 PM

    Hi Ravi,

     

    You can also keep the following web url handy:

     

    Manage Service Type and Service Type Events - CA Service Management - 14.1 - CA Technologies Documentation 

     

    Regards

    Junaid



  • 4.  Re: How we can Configure Service type /SLA in CA Service Desk

    Posted 05-29-2017 09:52 PM

    Hi Ravi,

     

    Did any of the above responses help you ?

    If yes then please mark replies as helpful or correct when appropriate.

     

    Regards

    Junaid



  • 5.  Re: How we can Configure Service type /SLA in CA Service Desk

    Posted 05-31-2017 07:58 AM

    You should have understanding on Macro and Events and how they work in combination. Creating a SLA (Service Type) is a series of process. Also we have two type of SLA  (Response time and Resolution time). Based on the requirement we can set with Site-Defined Condition Macro and a Proper Event to trigger.

     

    Thanks

    ArunavaS