SLA Inquiry dialog box


Overview

Tasks

Included with

Tivoli Service Desk

Overview

The SLA Inquiry dialog box

The SLA Inquiry dialog box is used to construct simple inquiries about SLA Terms. You do not need any special technical skills to perform these searches. To perform an inquiry, you provide the SLA Inquiry dialog box with an example of the data for which you are looking. The boxes in the SLA Inquiry dialog box correspond to the database fields (columns) of the database table you are searching. You do not need to know the specific names of the database tables; the data entry boxes use "plain language" labels to help you. See Searching and Inquiring for more information.

Tasks

Accessing the SLA Inquiry dialog box To access the SLA Inquiry dialog box
  1. From the SLA Viewer, choose the Inquiry button.
    Result: The SLA Inquiry dialog box appears.
    Note: The fields you fill out determine the type of information returned. You can fill out some, all, or none of the fields, which are described in the following steps.
  2. In the Starting ID and Ending ID fields, type a range of Term IDs on which to base the inquiry.
  3. In the Breach Date fields, type a range of breach dates on which to base the inquiry.
  4. In the Next Fire Date fields, type a range a dates to see when the next fire dates occur.
  5. In the Term Name field, type an SLA Term name on which to base the inquiry.
  6. In the Term ID field, type an SLA Term ID on which to base the inquiry.
  7. From the Term Relative To list, pick if the inquiry should return a term if it is relative to Problem Open, Problem Transfer, or Call Transfer.
  8. In the Starting ID and Ending ID fields, type starting and ending IDs on which the base the inquiry if you select an item from the Term Relative To list.
  9. Choose OK.
    Result: The SLA Viewer appears. The results of the inquiry appear in the Active Service Level Agreements list at the top of the SLA Viewer.