Customers who would want to calculate their Business KPIs for Service Levels within SMAX, have the options to trigger SLAs based on Services and Priority only, in an out-of-the-box system.
This application enhances the OOTB possibility and provides an opportunity for customers to calculate their Business KPIs for Service Levels using OOTB fields or custom fields. By default the app allows that SLAs are being calculated based on Customer, Location, Actual Service, and Category attributes. In addition we have created logic for 2 custom fields for the customers to opt for.
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Customers who would want to calculate their Business KPIs for Service Level Entity within SMAX, have the options to calculate SLAs based on Services and priority only.
This application provides an opportunity for the customers to calculate their Business KPIs for Service Levels using any OOTB or Custom fields. In this app, SLAs are being calculated based on Customer, Location, Actual Service, and Category as OOTB fields and we have given two custom fields for the customers to opt for.
The app consists of two areas:
SLA Configuration: In this area the customer needs to select the entity for which they would want the SLA to be configured. Moreover, they will have the option to select the attributes which can be used as parameters to calculate their SLA.
Superior Service Level: In this area the customer needs to select the corresponding Entity Type for which they would want to set the attribute values from the target entity. Once done, the Service Level Target needs to be selected to let the system the use the correct Service Level ID in the runtime in the selected entity.
Once everything is configured, SLAs are calculated in the target entities like Request, Incident etc. based on the configured data.
Customers still needs to create SLA and their corresponding SLTs within OOTB Service Level entity as per the process and the given Service Level Target values would be populated in the Service Level Target field in Superior Service Level entity.
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