Managing Custom SLAs

Scenarios

You can customize SLA target rules and warning rules for service tickets based on service requirements to standardize ticket owners' operations such as timely response and handling of service tickets.

Precautions

The SLA list displays only the custom SLAs created by the current tenant account and its subaccounts.

Creating a Custom SLA

1. Log in to COC.
2. In the navigation pane, choose Basic Configurations > SLA Management.
3. On the Custom SLAs tab page, click Create SLA in the upper right corner.
4. Set parameters for creating an SLA.

   Table 1 Parameters for creating an SLA

   Parameter	Description
   SLA Name	Specify an SLA name based on naming rules.
   Description	(Optional) Description of an SLA.
   Trigger Type	The options are Incident ticket, Alarm ticket, To-do task, and Issue ticket.
   Level	Select the level of the service ticket to be triggered. Multiple levels can be selected.
   Application	Select the application to which the service ticket belongs. Multiple applications can be selected. This parameter is not required for to-do tasks.
   Rule Settings	Select the rule type you want to set and click Modify in the Operation column. For details about the parameters, see Table 2.
   Available Duration	The options are 24/7 and Other. Set the time by week. SLA records are generated for service tickets generated in the time period where the SLA has not taken effect. SLA calculation starts when the effective time arrives.

   Table 2 Parameters for setting rules

   Parameter	Description
   SLA Target	After this function is enabled, you can set the target time. A maximum of 60 days can be set.
   Recipient	The options are Ticket owner, Shift, Individual, and Group. Multiple options can be selected. By default, Ticket owner is selected. Set the objects to be notified and send notifications to the corresponding users. Shift: Select a scenario and role from the drop-down lists based on the configured values. For details about how to configure a shift, see Shift Schedule Management. Individual: Select an individual that you want to notify. For details about how to configure a recipient, see O&M Engineer Management Group: Select a notification group. For details about how to configure a notification group, see Notification Group Management. Select a group: Select the group type and group name. The group type can be WeCom, DingTalk, Lark, or HTTP/HTTPS groups. (Optional) Select a group member to be notified: Select a user.
   Notification Mode	Select a notification method from the drop-down list. Notification method can be used only when the notification object is a service ticket owner, shift, or individual. Default: Select any notification method you have subscribed to. If you have not subscribed to any notification method, you cannot receive notifications. SMS and Email: After a notification method is selected, the notification is sent based on the information reserved by the reviewer. For details about how to set the reviewer information, see Modifying Personnel Information. No notification: The system does not notify any recipient.
   Continuous Notification	The options are Yes and No.
   SLA Warning	This parameter can be set only when the SLA target is enabled. After the SLA target is enabled, the SLA warning time is set.
   Warning Recipient	This parameter can be set only when SLA Warning is enabled. Select warning recipients from the drop-down list. The options are service ticket owner, shift, individual, and group. Multiple options are supported. By default, Ticket owner is selected.
   Warning Notification Method	This parameter can be set only when SLA Warning is enabled. You can select a warning notification method from the drop-down list. This parameter is used only when the recipient is the service ticket owner, a shift, or an individual.
   Notify Escalation	This parameter can be set only when the SLA target is enabled. After the SLA target is enabled, the time for escalating the notification can be configured. Click the button for adding an escalation rule to add more escalation rules. A maximum of five rules can be added.
   Recipient	You can set this parameter only when the notification escalation function is enabled. Select a recipient from the drop-down list. The options are Ticket owner, Shift, Individual, and Group. Multiple options can be selected at a time. By default, Ticket owner is selected.
   Notification Mode	You can set this parameter only when the notification escalation function is enabled. Select a notification method from the drop-down list. This parameter is used only when the recipient is the service ticket owner, a shift, or an individual.

5. Click OK.
   The SLA is created.

   

   • Only custom SLAs can be created. The public SLA is automatically preset in the system. Tenants can only enable, disable, and view the public SLA.
   • After an SLA is created or modified, the SLA takes effect for the service tickets that enter the SLA workflow later but does not take effect for the service tickets that are already in the SLA workflow.
   • SLA templates with the same SLA type, application, and importance cannot be created repeatedly.

Enabling or Disabling a Custom SLA

1. Log in to COC.
2. In the navigation pane, choose Basic Configurations > SLA Management.
3. On the Custom SLAs tab page, select the SLA you want to enable or disable and click Enable or Disable in the Operation column.
4. Click OK.
   The SLA is enabled or disabled.

   

   • After an SLA is created, it is disabled by default. You need to enable it manually.
   • When multiple SLA rules match a new service ticket, the priority of the custom SLA is higher than that of the common SLA, and the priority of some applications is higher than that of all applications.
   • By default, common SLA is disabled. After you click Enable, SLA management is enabled for the ticket.

Modifying a Custom SLA

1. Log in to COC.
2. In the navigation pane, choose Basic Configurations > SLA Management.
3. On the Custom SLAs tab page, locate the SLA you want to modify and click Modify in the Operation column.

   Set parameters on the displayed page. The parameters are the same to those for creating an SLA. For details, see Creating a Custom SLA.

4. Click OK.
   The SLA is modified.

   

   • Only custom SLAs in the Disable state can be modified.
   • After an SLA is modified, enable it. The new SLA applies only to new tickets that enter the process. Existing tickets remain under the old SLA.

Deleting a Custom SLA

1. Log in to COC.
2. In the navigation pane, choose Basic Configurations > SLA Management.
3. On the Custom SLAs tab page, locate the SLA you want to delete and click Delete in the Operation column.
4. Click OK.

   The SLA is deleted.

   

   Only custom SLA templates in the Disabled state can be deleted.