Action Dialog Boxes


Overview

Tasks

Included with

Tivoli Service Desk

Overview

The Add Action dialog box

You use the Add Action dialog box to create new SLA actions. Actions are based on events that occur at particular times relative to the SLA term breach time. SLA term schedules are used for configuring actions that should occur once an SLA term has become active against a problem or call. Actions that are available are executable programs, system actions, SQL commands, and notifications. See Working with SLA Actions for more information.

Actions are initiated by the SLA Monitor in response to activating an SLA event. Each SLA event can have many actions associated with it, which are initiated in the order specified by the order in which they appear in the Actions list of the Add Action dialog box. There will be certain variables available to the administrator when setting up an action. When the action is initiated, these variables will be replaced with the appropriate value. The following is a list of available variables:

Variable Value
{{SLAMNTR:REFERENCE_ID}} The problem ID of the problem associated with the active SLA.
{{SLAMNTR:TERM_ID}} The term ID of the term associated with the active SLA.
{{SLAMNTR:TERM_NAME}} The name of the term associated with the active SLA.
{{SLAMNTR:BREACH_DATE}} The date that the active SLA will breach.
{{SLAMNTR:BREACH_TIME}} The time that the active SLA will breach.
{{SLAMNTR:CURRENT_OWNER}} The current owner of the problem associated with the active SLA.
{{SLAMNTR:PREVIOUS_RETCODE}} A success or failure return code from the previous action.
The Edit Action dialog box The Edit Action dialog box enables you to modify SLA actions.
The View Action dialog box The View Action dialog box enables you to view details of an SLA action.

Tasks

Accessing the Add Action dialog box

To access the Add Action dialog box:
  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.
Accessing the Edit Action dialog box To access the Edit Action dialog box:
  1. In the Add SLA Term dialog box, select a schedule.
  2. Choose the Add button.
    Result: The Add SLA Event dialog box appears.
  3. Select an action from the Actions list.
  4. Choose the Edit button under the Actions list.
    Result: The Edit Action dialog box appears.
Accessing the View Action dialog box To access the View Action dialog box:
  1. In the Add SLA Term dialog box, select a schedule.
  2. Choose the Add button.
    Result: The Add SLA Event dialog box appears.
  3. Select an action from the Actions list.
  4. Choose the View button under the Actions list.
    Result: The View Action dialog box appears.