This document describes changes in the behavior of the Service Level Management functionality that come as part of the Midas (May 2018) release.
...
Service Level Agreements must have at least one Violation Threshold
| Prior to Midas ReleaseMidas ReleaseMay 2018 | May 2018 and beyond |
|---|---|
Administrators can create a Service Target without any Violation Thresholds irrespective of the Agreement Type. For example a Service Target of type Service Level Agreement that has only Non-Violation Thresholds. | Service Targets with an Agreement Type set to Service Level Agreement must have a Violation Threshold. When creating a new Service Target with Agreement Type set to Service Level Agreement, the Service Target cannot be made active without at least one Violation Threshold. Administrators can configure a Service Target without any Violation Threshold only if the Agreement Type = Operational Level Agreement OR Agreement Type = Underpinning Contract. |
...
Threshold Value set for Violation Threshold must be the highest
| Prior to Midas ReleaseMidas ReleaseMay 2018 | May 2018 and beyond |
|---|---|
Administrators can create a Service Target having a Non-Violation Threshold value greater than that configured for Violation Threshold. For example: A ticket resolution service target has a violation threshold value of 60 minutes followed by a warning non-violation threshold of 90 minutes. | No change will be observed for existing active Service Targets. When Administrator creates a New Service Target they cannot set Non-Violation Threshold values greater than the configured Violation Threshold. If the Administrator enters a threshold value higher than the configured Violation Threshold, the system will prompt the administrator that the Threshold value must be < Violation Threshold value. For Example - If a Violation Threshold is set for 30 minutes, all other Non-Violation Thresholds must be less than 30 minutes. Similarly if an Administrator configures a Violation Threshold and enters a Threshold Value lower than that of the Non-Violation Threshold, the system will prompt the administrator that the Threshold value must be > Non-Violation Threshold value. For Example - If the largest Non-Violation Threshold is set for 40 minutes then Violation Threshold must be set for more than 40 minutes. |
...
Sort Order for Violation Threshold must have the highest value
| Prior to Midas ReleaseMidas ReleaseMay 2018 | May 2018 and beyond |
|---|---|
| Administrators can set the Sort Order of all Thresholds in any order | No change will be observed for existing active Service Targets. When an Administrator creates a New Service Target they need to set the Sort Order of the Violation Threshold to be the highest. Non-Violation thresholds cannot be configured with a Sort order higher than Violation Threshold. If Administrator enters a sort order for a Non-Violation Threshold higher than the sort order for the Violation Threshold then system will prompt that the Sort Order must be less than that of Violation Threshold. Example - If a Violation Threshold's sort order is set to 5 then other Non Violation Thresholds have to be less than 5. |
...
New 'Updated' Date field in Service Level Activity section
| Prior to Midas ReleaseMidas ReleaseMay 2018 | May 2018 and beyond |
|---|---|
Started and Due By date fields seen under Service Level Activity section of ticket | In addition to Started and Due By date fields, an additional date field labeled 'Updated' has been added in the Service Level Activity section of the ticket. This field provides the timestamp for when the Service Target was last updated on the ticket. |
Action Required by Administrator - For existing open tickets that were logged prior to the Midas Release, values will not show up in the new Updated field. Tickets manually updated or new tickets will show values in the new Updated field.
Measured Value will update only when the ticket is updated or SLA background job runs
| Prior to Midas ReleaseMidas ReleaseMay 2018 | May 2018 and beyond |
|---|---|
Measured Value of a Service Target seen under Service Level Activity section of ticket would update on every refresh of the ticket. | Measured Value will no longer be calculated on refresh of Ticket. It will show the accurate value only after a ticket is updated or after the SLA background job runs. |
...
| Legacy SLA Module | New SLA Module |
|---|---|
All Communication Emails related to Service Level Management (like SLA Breached Notification etc) show date time as per Default Timezone set under the Configuration Parameter. | Communication Emails related to Service Level Management will show date time fields in GMT. For example the ${created_date} token in the SLA Breached Notification template will show time in GMT. Administrators are advised to add the label 'GMT' after date tokens if they are using them in the SLA related Communication Templates. Example : ${created_date} GMT |
Thresholds cannot be more than 300000 minutes
...