Create SLA Order Template Lines
Explanation
This activity is used to create a SLA order template lines on a SLA order
template.
Prerequisites
This activity has the following prerequisites:
- The SLA order template must be in Preliminary status.
- The work stages must be entered in Work Order
and PM Basic Data/Work Stages.
- The calendars you want to use for SLA order template lines must be entered and
generated in the Calendar
window.
System Effects
As a result of this activity a new SLA order template line will be created.
Window
SLA Order Template
Related Window Descriptions
SLA Order Template
Procedure
- Open the SLA Order Template window and
query for a SLA order template in Preliminary status.
- Add a new record (F5) in the top table where SLA order template lines are
defined.
- Enter a description for the SLA order template line in the
Description field.
- In the Cut-off Time Hours and Cut-off Time Minutes fields,
enter the cut-off time in hours and minutes respectively. The cut-off time
refers to the time up to which a resolution time can be calculated. Note:
If the remaining time of the work day is less than the cut-off time when
creating a service request or a work task, the resolution time is calculated
from the next work day. The default value is set to 0 in both fields but can
be changed if necessary.
- In the Response Time Hours and Response
Time Minutes fields, enter the response time in hours and minutes
respectively. The response time refers to the minimum time needed between
entering a fault or completing the preceding task and starting the work on
the task. The default value is set to 0
in both fields but can be changed if necessary.
- In the Resolution Time Hours and Resolution Time Minutes
fields, enter the resolution time in hours and minutes respectively. The
resolution time refers to the maximum time taken to complete the work, i.e.,
the time between entering a fault or finishing the preceding task and
finishing the work. Hence resolution time must be greater than the response
time. The default value is set to 0 in both fields but can be changed if
necessary.
- Set the Calculation Basis as Base Date or Previous Task
as needed.
- Select Base Data if SLA Latest Start
and SLA Latest Finish dates on the work task need to be calculated
based on entry date of the work task to the system.
- Select Previous Task if SLA Latest Start
and SLA Latest Finish dates on a work task need to be calculated
based on the actual completion of the preceding work task or the actual
completion of the last work task connected to the SLA order line defined on
the Related Template Line No
- Enter a value to Calendar ID field. Use the List of Values (F8)
to select a suitable value.
- Optionally enter a value to Work Stage ID field. Use the List of
Values (F8) to select a suitable value.
- Optionally to set a SLA order template line default, right click Set
Default option need to be executed.
- Save the information (F12).