Working with Schedules


Overview

Tasks

Included with

Tivoli Service Desk

Overview

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.

Tasks

Adding schedules

You add a schedule using the Add SLA Event dialog box.

To add a schedule:

  1. In the Add SLA Term dialog box, choose the Add button.
    Result: The Add SLA Event dialog box appears.
  2. In the Schedule Name field, type a name for the new schedule.
  3. In the Description field, type a description of the new schedule.
  4. In the Fire Condition area, enter the days, hours, or minutes in which this schedule should initiate before the breach of term.
  5. Select an action from the Actions list.
    Note: If you need to add, edit, view or delete an action, see Working with SLA Actions.
  6. Choose the OK button.
    Result: The Add SLA Term dialog box appears.

Editing schedules

You use the Edit SLA Event dialog box to edit schedules.

To edit a schedule:

  1. In the Add SLA Term dialog box, select a schedule.
  2. Choose the Edit button.
    Result: The Edit SLA Event dialog box appears.
  3. Modify any of the fields as necessary.
  4. Choose OK to save your edits.
    Result: The Add SLA Term dialog box appears.

Viewing schedules

You use the View SLA Event dialog box to view schedule details.

To view a schedule:

  1. In the Add SLA Term dialog box, select a schedule.
  2. Choose the View button.
    Result: The View SLA Event dialog box appears.
  3. View the schedule details.
  4. Choose OK when you finish viewing the schedule details.
    Result: The Add SLA Term dialog box appears.

Deleting schedules

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

To delete a schedule:

  1. In the Add SLA Term dialog box, select a schedule.
  2. Choose the Delete button.
    Result: The selected schedule is deleted.