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Affected SLA Fields

Affected SLA Fields

The table below lists the fields of the Affected SLA form and provides utilization guidelines for each field.

Field Label Utilization Guideline
Service level agreement

The Service level agreement field is automatically set to the service level agreement that is considered affected.

Customer

The Customer field is automatically set to the organization that, at the time the affected SLA entry was created, was selected in the Customer field of the related service level agreement.

Service instance

The Service instance field is automatically set to the service instance that, at the time the affected SLA entry was created, was selected in the Service instance field of the related service level agreement.

Standard service request

The Standard service request field is automatically set to the request template that has been applied to the request and which is related as a standard service request to the service offering on which the service level agreement is based.

Template team

The Template team field shows the team that is linked to the template that was last applied to the request, provided that the service of the template is the same as the service of the service instance that is linked to the affected SLA. If the template that was last applied to the request is linked to a workflow template, the Template team field shows the team of the workflow manager.

First line team

The First line team field is automatically set to the team that, at the time the affected SLA was created, was selected in the First line team field of the related service instance.

Support team

The Support team field is automatically set to the team that, at the time the affected SLA entry was created, was selected in the Support team field of the related service instance.

Supplier

The Supplier field is automatically set to the organization that, at the time the affected SLA entry was created, was selected in the Service provider field of the related service instance. This field is only filled out, however, if this service provider is an external organization.

Impact

The Impact field is automatically set to the impact selected in the request, provided that the service instance (SI) that is selected in the request is the same as the related SI.

If the SI that is selected in the request is different from the related SI, then the value in the Impact field is automatically determined using the impact relations that exist between the SI that is selected in the request and the related SI.

Started

The Started field is automatically set to the date and time at which the clock was started for the calculation of the affected SLA’s response and resolution targets and durations.

Support hours

The Support hours field is automatically set to the support hours calendar that was selected for the impact level specified above in the service offering of the related service level agreement.

Time zone

The Time zone field is automatically set to the value that was specified, at the time the affected SLA entry was created, in the service offering of the related service level agreement.

Response target

The Response target field value is automatically calculated using the date and time in the Started field, the value in the Maximum response duration field, and the calendar selected in the Support hours field of the affected SLA entry.

Actual response

The Actual response field is initially empty. It is set to the current date and time when:

  • the service instance (SI) that is linked to the affected SLA is different from the SI selected in the request,
  • the Status field of the request is set to ‘In Progress’, ‘Waiting for…’, ‘Workflow Pending’ or ‘Completed’, or
  • the team of the request has changed, and the new team is not the first line team or the support team of the request’s SI.
Maximum response duration

The Maximum response duration field is automatically set to the value that was specified, at the time the impact level was assigned to the affected SLA entry, in the Response target field for this impact level in the service offering of the related service level agreement.

Actual response duration

The Actual response duration field value is automatically calculated using the date and time in the Started field, the date and time in the Actual response field, and the calendar selected in the Support hours field of the affected SLA entry.

Resolution target

The Resolution target field value is automatically calculated using the date and time in the Started field, the value in Maximum resolution duration field, and the calendar selected in the Support hours field of the affected SLA entry.

Actual resolution

The current date and time is filled out in the Actual resolution field when the status of the request has been set to “Completed”.

The Actual resolution field is emptied when the status of the request is changed from “Completed” to another status values.

The Actual resolution field remains empty when the Actual response field had been filled out because the status of the request had been set to “Declined”.

The Actual resolution field also remains empty when the Actual response field had been filled out because the new SI of the request was neither the same, nor hierarchically connected below, the related SI.

Maximum resolution duration

The Maximum resolution duration field is automatically set to the value that was specified, at the time the impact level was assigned to the affected SLA entry, in the Resolution target field for this impact level in the service offering of the related service level agreement.

Actual resolution duration

The Actual resolution duration field value is automatically calculated using the date and time in the Started field, the date and time in the Actual resolution field, and the calendar selected in the Support hours field of the affected SLA entry.

Next target

The Next target field displays the response target if that is (still) applicable, or else the resolution target if that is (still) applicable.

Service hours

If the impact of the affected SLA entry is “Top – Service Down for Several Users”, the Service hours field is automatically set to the service hours calendar of the service offering of the related service level agreement.

Downtime start

The Downtime start field is automatically set to the value in the D@owntime start@ field of the request to which the affected SLA entry is linked.

Downtime end

The Downtime end field is automatically set to the value in the Downtime end field of the request to which the affected SLA entry is linked.

Downtime duration

The Downtime duration field value is automatically calculated using the date and time in the Downtime start field, the date and time in the Downtime end field, and the calendar selected in the Service hours field of the affected SLA entry.

Clock stopped at

The Clock stopped at field is automatically set to the date and time at which the request to which the affected SLA entry is linked was set to the status “Waiting for Customer”.

Stopped clock duration

The Stopped clock duration field value is automatically calculated using the stopped clock periods and the calendar selected in the Support hours field of the affected SLA.

Stopped clock periods

The Stopped clock periods table field lists the start and end moment of each period during which the clock of the affected SLA was stopped.