Service-Level Management Parameters

The following slice configuration parameters control features related to Service Level Management. They are classified under Parameter Category Service Level Management in the Manage Slice Configuration form.

SLA_THRESHOLD_VIOLATION_TOLERANCE

This parameter manages the level at which Approaching Violation message is displayed.

Title	Description
ID	198
Parameter Name	SLA_THRESHOLD_VIOLATION_TOLERANCE
Parameter Description	This parameter sets the criteria to change the SLA Target compliance status from In Progress to Approaching Violation, for a violation threshold that is applied to a Ticket. The system default value is when the measured value reaches 80 percent of the elapsed time from a violation target time limit. It changes the SLA compliance status to Approaching Violation. Example: If Threshold value = 10 minutes, the Status changes to Approaching Violation when crossing 8 minutes.
Default value	80
Valid value	Number
Impact Area	SLA Compliance Information that displays on the SLA Compliance tab for a Ticket.
Appears on Interface	Agent and Administrator

SLA_BUSINESS_SERVICES_IDENTIFIER_CLASSES

This parameter manages the CCTI that is treated as Business Services.

Title	Description
ID	678
Parameter Name	SLA_BUSINESS_SERVICES_IDENTIFIER_CLASSES
Parameter Description	This parameter sets the Categorization (CCTI) classes to be treated as Business Services when applied to Configuration Items. A Configuration Item belonging to any of these classes can be associated with a Ticket as Affected Service. An SLA target can be made applicable to specific Services. SLA thresholds can be based on the Service Metric that is defined in a relation to Availability Hours (schedules) of the affected service that is linked to a ticket.
Default value	Blank
Valid value	Text
Impact Area	Configuration Items and interacts with Service Level management based on Service availability hours.
Appears on Interface	Agent and Administrator

SLA_ENABLE_SUPPRESSION_ON_PENDING_ACTIONS

This parameter controls the automatic execution of alerts and escalations that are based on SLA target thresholds.

Title	Description
ID	822
Parameter Name	SLA_ENABLE_SUPPRESSION_ON_PENDING_ACTIONS
Parameter Description	When the parameter value is set to Yes, the SLA Monitor performs the following actions: Applies SLA targets to the matching tickets. Monitors the compliance of the tickets. Determines the compliance status of the tickets. Displays information on SLA tabs for the tickets. Note: With a parameter value of Yes, the proactive warnings notification and escalation actions that are associated with the SLA target thresholds are not executed. The Activity tab information for the ticket also does not create activity records because communication or escalation actions are not executed. The parameter value must be set to No to execute the automatic warning or alert communications and assignment actions that are based on the escalation when thresholds are crossed.
Default value	Yes
Valid value	Yes/No
Impact Area	The automatic execution of alerts and escalation actions that are based on SLA target thresholds.
Appears on Interface	Agent and Administrator

SLA_PROCESS_HIGHEST_ACTIONABLE_THRESHOLD_RULES

This parameter manages SLA target based automatic notification and escalation action.

Title	Description
ID	831
Parameter Name	SLA_PROCESS_HIGHEST_ACTIONABLE_THRESHOLD_RULES
Parameter Description	The default value is set to Yes that permits processing of only the highest (based on Sort Order value) actionable threshold rule and skips thresholds with lower Sort Order values. When the value is set to No, all actions that are based on violated thresholds are executed. This applies during the SLA compliance monitoring process, when a new SLA Target becomes applicable to a ticket and the elapsed time crossed the Threshold values of the new Target. For example, a Ticket is updated such that a new Target becomes applicable. At the time of the SLA monitoring review, two Thresholds with Sort Orders 1 and 2 were crossed. In that case, only the actions for the Threshold with sort order 2 executes.
Default value	Yes
Valid value	Yes/No
Impact Area	The SLA Target based automatic Notification and Escalation actions.
Appears on Interface	Agent and Administrator