SLA Editor

The SLA Editor allows a User to build a specific SLA matrix (Service Level Agreements) for their Business.

The SLA Matrix will start at the top of the matrix and work its way down once a match for the Task is found the SLA values will be calculated and added to the Task.

Modules > SLA Editor

The link will open the SLA window.

Components Menu - Window 1

Components

Components menus can be expanded and collapsed to display entities

Searching for Components

At the top of the Components Menu there is an input box that can be used to find specific values for systems that have large quantities of data.

Adding Components - Window 2

Adding Components

Left click and hold your entity. Drag it onto the right hand side over the value SLA Matrix

When the value SLA Matrix is underlined release the mouse button

Your entity will appear in the matrix

From the components menu click Siblings button , all the entities will now be selected and can be dragged into the matrix

Removing Entries from the SLA Matrix

If values have been entered by mistake or in the wrong place then they will need to be removed. This can be done by highlighting the node and clicking Delete .

Entering SLA time Values - Window 3

Below the Matrix tree is the SLA Times pane. Selecting a value in the SLA Matrix will display an entry box for that node and those immediately below it.

Time values can be entered using the following convention.

m - minutes

h – hours

d – days

w – weeks

M – Months

Y – Years

p = period