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SLA query help

Sandip Bhogal

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Under my Service Portfolio, i have a SLA which contains I1, I2, I3, I4, I5, P1, P2, P3, P4, P5, P6, P7, P8 for all the tickets we create. For example a new ticket raised for Internet not working for team of 4 in the building be classified I2...before a ticket is created we will give it a I2 (Incident 2). 


I created new Service called HR and i'm trying to replicate the same format we use for IT but we are trying to just keep P1, P2, P3, P4 options only. I've also linked service to the HR service category, also done P1 Targets for response and resolution timing. I tried to test the SLA by creating new ticket for HR service, somehow its not working i'm still seeing I1, I2, I3, I4, I5, P1, P2, P3, P4 etc options...what am i missing?? Please advise. 

I created  new Service called HR and they only need P1, P2, P3, P4 options. I also called this SLA a HR SLA, The IT SLA is called General IT Sla which is not part of the HR service category. 

I had a look into the Wiki, no luck so far, as it talked about Business processes/progressive captures but i checked all of that for the HR service, not sure why im not getting the HR SLA to come up.

I would appreciate your help.  I've also attached a document with screenshots to what i mean if this helps. 

Kind regards


SLA Hornbill help setup.docx

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Hi @Sandip Bhogal

Thanks for posting.  The SLA configuration in your screenshots looks to be ok... when you are creating the new ticket for HR.. where are you seeing I1, I2, I3, I4, I5, P1, P2, P3, P4 etc is this the priority selection form as defined by the list here?



Kind Regards,


Edited by David Hall
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Hi Dave,

I see them appear just before ticket gets created. I've requested someone from Hornbill to show me a way around this, i got few instructions to do so, just got even more confused...I've booked session with specialist next week. 

Was told to do this: 

Priorities are different from Service Levels on Hornbill.

As mentioned during our call, priorities are not filtered on Hornbill. When you include the priority form on the progressive capture, all active priorities are displayed. 

To show a subset of priorities e.g only P1 and P2, you need to

  1. Create a simple list with these 2 priorities
  2. Add a customised form question which displays the priority simple list

Add nodes to your business process which updates the priority field on the request based on the answer from  your progressive capture.

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@Sandip Bhogal
Creating a Simple List is straightforward, just navigate to Home -> Applications -> Service Manager -> Simple Lists and create one called something like HR Priorities, then set it up with the Priorities you need, e.g:

Customised Forms are explained on the wiki, you would need a Dynamic drop down select box using the Simple List option.
Once the BPM Workflow starts, you can either assign an SLA based on the value from the Customised Form, or use the Service Level Rules Builder to automatically assign an SLA.

Obviously in your session with the Product Specialist you can explore that in greater detail if required.

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