SLA Management

Precautions

• The SLA list displays only the custom SLAs created by the current tenant account and its subaccounts.
• Only custom SLAs can be created. Public SLAs are automatically preset in the system. Tenants can only enable, disable, and view public SLAs.
• After an SLA is created or modified, the SLA takes effect for the service tickets that will 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.

Prerequisites

You have enabled the fault management package. For details about billing, see Billing Items.

Creating a Custom SLA

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

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.
4. On the displayed page, set parameters for creating an SLA.

   Table 1 Parameters for creating an SLA

   Parameter	Description
   SLA Name	Enter a custom SLA name. The value can contain 3 to 100 characters, including letters, digits, hyphens (-), and underscores (_).
   Description	(Optional) Description of an SLA.
   Trigger Type	Select the type of the ticket that triggers the SLA. The options are Incident ticket, Alarm ticket, Pending 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 ticket belongs. The options are Some and All. This parameter is not involved when Trigger Type is set to Pending task. Some: You can select multiple applications as required. This parameter is not required for pending tasks. All: All current applications and later-on enabled applications are included.
   Rule Settings	Locate the rule type to be set, click Modify in the Operation column, and set the rule. For details, see Table 2.
   Available Duration	The options are 24/7 and Other. If you select Other, you can customize the effective time range, for example, from 08:00:00 to 16:00:00 every Monday. SLA records are generated for service tickets created in the time period before the SLA takes effect. SLA calculation begins when the effective time arrives.

   Table 2 Parameters for setting an SLA rule

   Parameter	Description
   SLA Target	After this parameter is enabled, 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 recipients. Shift: Select a shift scenario and corresponding roles 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 Personnel Management Group: Select a notification group. For details about how to configure a notification group, see Managing Notification Groups. Select a group: Select the group type and group name. The options are WeCom group, DingTalk group, Lark group, and HTTP/HTTPS group. (Optional) Select a group member to be notified: Select a user.
   Notification Mode	Select a notification method. Notification method can be used only when the notification object is a service ticket owner, a shift, or an individual. Default: Select any notification method you have subscribed to. If you have not subscribed to any notification methods, 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	Select warning recipients. This parameter can be set only when SLA Warning is enabled. The options are Ticket owner, Shift, Individual, and Group. Multiple options can be selected. 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.
   Notification 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. 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.

   When a service ticket triggers an SLA rule, COC records the SLA trigger details for the service ticket and notifies the corresponding users to trace and handle the service ticket in a timely manner.

Enabling or Disabling an SLA

• 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 specific applications is higher than that of global applications.
• The common SLA is disabled by default. After you click Enable, SLA management is enabled for related service tickets.

Modifying an SLA

Only a custom SLA in the disabled state can be modified.

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 as those for creating a custom SLA.

4. Click OK.

   After modifying the SLA, click Enable for the modification to take effect.

   Effective scope: New service tickets in the SLA workflow comply with the latest configuration. Service tickets that are already in the SLA workflow still use the original rule.

Viewing SLA Records

1. Log in to COC.
2. In the navigation pane, choose Basic Configurations > SLA Management.
3. Click SLA-based Tickets.
4. On the displayed page, click the name of the target SLA to view the SLA details.
5. In the SLA record list, click the name of the SLA-based ticket to view the ticket details.
   • The SLA Status column in the SLA Information table on the SLA Record Details page is strongly associated with the SLA rule configured during SLA template creation. If a service ticket status keeps for a duration that exceeds the specified duration set in the SLA rule, the status automatically changes into Broken.
   • Duration is closely related to the status change of the ticket.

Deleting an SLA

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

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. In the displayed dialog box, click OK.

   If a message is displayed indicating that the deletion is successful, the SLA is deleted and is no longer displayed in the custom SLA list.