Multiple SLA/Calendar on one service

[David_Wilson]

Hi,

 

We have a service that is supported 9-5 for non critical faults but we provide 24/7 support for critical outages. How have other users configured this in service manager?

I've created two SLAs, one with a 9-5 calendar and one with a 24/7 calendar and applied both to the service but i'm not clear on where the SLA would be selected to apply the correct calendar or if it can be tied to specific priority.

 

[Victor]

@David_Wilson the SLA is assigned to a request based on the rules defined for the SLA and service levels. Have a look at these wiki articles and let me know if they provide or not the answer you were looking for:

https://wiki.hornbill.com/index.php/Structure_Service_Level_Management

https://wiki.hornbill.com/index.php/Corporate_Service_Level_Agreements

https://wiki.hornbill.com/index.php/Service_Level_Agreement_Rules_Builder

 

[Steven Boardman]

Hi @David Wilson

Thanks for the post.

If you have the two SLA's associated against a Service, you should see a Manage Rules tab (as shown below)

 

Under Manage Rules you can create different rules to check various request attributes including the Priority, and if the rule is met you can choose which SLA to invoke

One other observation i would make is that you could have different Service Level Targets defined in each SLA (as you can only set the working time calendar at the SLA level), so if you have different SL Targets in an SLA you will also have a Manage Rules option to configure in the SLA, if that makes sense?

So it could be a two level rule

1. Fist create a rule to decide which SLA to invoke (possibly based on priority and or other attributes

2. If the chosen SLA has multiple SL Targets then use the manage rules option inside the SLA to decide which SL Target to invoke

There is more info on the wiki which might be useful reading:  

Service Based SLA's: https://wiki.hornbill.com/index.php/Service_Based_SLAs

Corporate SLA's: https://wiki.hornbill.com/index.php/Corporate_Service_Level_Agreements

Rules Builder: https://wiki.hornbill.com/index.php/Service_Level_Agreement_Rules_Builder

Hope that helps

Steve

 

[David_Wilson]

Perfect!

 

Cheers Steve