Define SLA Target Times

Use the SLA Target Time form to define SLA Target Times.

To define SLA target times:

1. Create a new SLA or open an existing SLA:
   1. Click Searching on the CSM menu bar and select Search Manager.

      The Search Manager opens.

   2. Select SLA from the Association drop-down.
   3. Click the All SLAs Saved Search, and then click the Run button.

      A list of SLAs opens in the Grid.

   4. Double-click the SLA that you want to edit (ex: Corporate).

      The SLA record opens.

2. (Optional) Edit SLA Fields.
3. Click the SLA Target Time tab (SLA Arrangement section).
4. Click a SLA Target Time (ex: Priority 1 Incident).

   The SLA Target Time Form opens to the right of the Grid.

   

5. Click the Review link.
   Tip: You can also use the target times wizard to edit target times by clicking the Step links on the Form.
   1. Edit the Response Time Fields:
      1. Response Time: Select the target number of days, hours, or minutes to respond to the Incident (ex: 1 hour).
         The response time must be shorter than the maximum time limits of the Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) linked to the SLA. If the response time is too short, a warning icon appears.
      2. Applies: Select the Business Hours that constrain the Response Time (ex: 24/7).
      3. Work Hours: Click the icon to the right of the text field to open the Business Hours Manager. The manager sets the Time Zone (based on time zones or the time zone of the server that is using the business hours), Default Hours, and Exceptions.
      4. Warning: Select the number of days, hours, or minutes before a Response Breach to initiate a warning (ex: 15 minutes). This is used to alert you of an impending breach.
         The warning time must be shorter than the response time. If it is not, a warning icon appears.
   2. Edit the Resolution Time Fields:
      1. Resolution Time: Select the target number of days, hours, or minutes to resolve the Incident (ex: 5 Hours).
         The resolution time must be shorter than the maximum time limits of the Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) linked to the SLA. If the resolution time is too short, a warning icon appears.
      2. Applies: Select the Business Hours that constrain the Resolution Time (ex: M-F 8-5). The SLA uses Business Hours to help calculate the Resolution and Response times.
      3. Warning:Select the number of days, hours, or minutes before a Resolution Breach to initiate a warning (ex: 15 minutes). This is used to alert you of an impending breach.
         The warning time must be shorter than the resolution time. If it is not, a warning icon appears.
6. (Optional) Edit additional target times.
7. Click Save. The new target time appears in the SLA Target Times Tab.