Overview |
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Tasks |
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Included with |
Tivoli Service Desk |
Work with schedules |
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. 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. |
Adding schedules |
You add a schedule using the Add SLA Event dialog box. To add a schedule:
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Editing schedules |
You use the Edit SLA Event dialog box to edit
schedules. To edit a schedule:
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Viewing schedules |
You use the View SLA Event dialog box to view
schedule details. To view a schedule:
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Deleting schedules |
You delete a schedule from the Add SLA Term
dialog box. To delete a schedule:
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