Working with SLA Actions


Overview

Tasks

Included with

Tivoli Service Desk

Overview

Work with SLA actions

An SLA term schedule is used for configuring actions that should occur once an SLA term has become active against a problem or call. These actions are based on events that occur at particular times relative to the SLA term breach time. Actions that are available are executable programs, system actions, SQL commands, and notifications. For example, a notification can be sent two hours before breach time, and the problem can be transferred to a new user one hour before breach time. Ten minutes before breach time, a supervisor can be notified of the problem via pager. In these ways, the Help Desk users can be reminded when certain problems need to be resolved. You use the Add Action dialog box to create new actions.

Tasks

Adding SLA actions

You add an action using the Add Action dialog box.

To add an action:

  1. In the Add SLA Term dialog box, choose the Add button.
    Result: The Add SLA Event dialog box appears.
  2. Choose the Add button under the Actions area.
    Result: The Add Action dialog box appears.
  3. In the Action Name field, type a name for the new action.
  4. From the Action Type drop-down list, select the type of action.
    Result: Depending on the type of action you choose, there will be different fields that appear and require input. For example, if you select Notification as the Action Type, the Add Action dialog box displays fields for notifying users or groups, the type of notification, the notification title, and the notification text to be used. Also, variables can be used as values in an SQL command or arguments to a system action or executable statement..
    Note: The variables in the Notification Text window will be replaced by the appropriate values once an SLA term has been marked active and the action has been included in the SLA schedule.
  5. Choose OK.
    Result: The new action is saved and the SLA Event dialog box appears.
    Note: You can add more actions, or edit, view, or delete existing actions.
  6. When finished working with actions, choose OK.
    Result: The Add SLA Term dialog box appears.

Editing SLA actions

You use the Edit Action dialog box to edit SLA actions.

To edit an action:

  1. In the Add SLA Term dialog box, choose the Add button.
    Result: The Add SLA Event dialog box appears.
  2. Select an action in the Actions list.
  3. Choose the Edit button.
    Result: The Edit Action dialog box appears.
  4. Modify any of the fields as necessary.
  5. Choose OK to save your edits.
    Result: The Add SLA Event dialog box appears.

Viewing SLA actions

You use the View Action dialog box to view action details.

To view an action:

  1. In the Add SLA Term dialog box, choose the Add button.
    Result: The Add SLA Event dialog box appears.
  2. In the Actions list, select an action.
  3. Choose the View button.
    Result: The View Action dialog box appears.
  4. View the action details.
  5. Choose OK when you finish viewing the action details.
    Result: The Add SLA Event dialog box appears.

Deleting SLA actions

You delete a schedule from the Add SLA Event dialog box.

To delete an action:

  1. In the Add SLA Term dialog box, choose the Add button.
    Result: The Add SLA Event dialog box appears.
  2. In the Actions list, select an action.
  3. Choose the Delete button.
    Result: The action is deleted.