This window enables you to configure the global settings for agreements that apply across your organization. Additional settings can be configured when creating an agreement.
Before you start
You must have SLM Setup enabled within your General Access Security Role in order to configure any SLM administration settings.
Verify that you have already defined options for Workflow Management and the CMDB, especially priorities, types, service levels, service types and CMDB item types.
Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, select Service Level Management.
- Select SLM Settings to open the Settings window.
- Complete the details.
- Select to save the changes. Provide the Change Reasons if prompted to do so.
|Recipients Based on||The options in this section let you select who receives escalation notifications. These options are not mutually exclusive, so you can select as many as you like. However, the number selected will determine the number of notification recipients and could become very large.|
|Current Analyst||Select to escalate the call or request to the specific recipients who have been defined for the Analyst currently responsible for the call. Analyst recipients are defined in the Recipients tab on the Person Details window.|
|Current Group||Select to escalate the call or request to the specific recipients who have been defined for the group currently responsible for the call. Group recipients are defined in the IPK Groups or Workflow Management Groups windows within the Security option.|
|Assigned to Analyst||Select to escalate the call or request to the recipients who have been defined for the Analyst to whom the call or request has been forwarded.|
|Assigned to Group||
Select to escalate the call or request to the recipients who have been defined for the group to whom the call/request has been forwarded.
When this option is selected and a call is currently forwarded to a group, any escalation alerts will be sent to Analysts that have been defined as recipients for that IPK or Workflow group. If an Analyst has taken ownership of the call but has not forwarded it (for example, the Analyst has deferred the call or request), escalation alerts will be sent to recipients defined in the Escalation Recipients – Assigned To Analyst section on their person details record. In this case, escalation recipients defined in the Escalation Recipients – Current Analyst section on their person details record will not receive any notifications. This is to ensure that escalation notifications are sent in all situations, even if the system is set to only run Assigned to Analyst escalation notifications.
|Type||Select to escalate the call or request to certain Analysts, based on the types for which they are set up to be recipients.|
Select to escalate the call or request to certain recipients as defined on the Service Level Management window for the call or the request.
The Service Level Management window can be accessed by selecting the SLM explorer option on the Call or Request Details window.
|Agreement Object Version Control||Select to enable version control for objects uploaded from the Agreement Details window.|
|SLM Reporting Exclusions||Select to force Analysts to select an exclusion reason (defined in the Exclusion Reasons window) if they select the checkbox in the Exclude column on the Service Level Management window.
Analysts will also be required to have the relevant Exclusion Reasons options selected in their IPK and Workflow Management Security Roles, in order to exclude events for agreements linked to calls, requests, or tasks.