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