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Service Terms

The Service Terms sidebar displays the Service Level Agreement (SLA) assigned to the Incident and provides details of key dates.  

service_terms.png

 

By default the application calculates the Due Date based on the Priority of the SLA assigned to the Customer, Organizational Unit or Item. The email reminders and escalations are then managed accordingly. If an SLA is not associated with the Incident via the Customer, Org Unit or Item, the system default SLA will be automatically assigned to the Incident but can be manually adjusted by the Technician. Once the Workflow is moved from the default Open State, the SLA can no longer be edited.

Service Terms

Agreement

Displays the Service Level Agreement assigned to the Incident. The service level is derived from either the Customer, Organizational Unit or Item.

When Contracts are not enabled, the Agreement field can be edited, when the  Incident is in edit mode.

Service Manager

Displays the User assigned as the Service Manager for the assigned SLA.

Progress

Visually displays how the Incident is tracking against the assigned SLA. The  grey progress  bar  is gradually filled in based on the status of the SLA:

sla_paused.png  -  Workflow is in an SLA paused State. Triggers will not fire.
sla_running.png -  Workflow is in an SLA timers on State. Triggers will fire.

sla_met.png - Workflow is in an Exit State and the SLA has been successfully maintained.
sla_breached.png - Assigned SLA has been breached and Workflow is in an Exit State.

Open Date

The open date field is automatically populated when the  Incident is created.

Due Date

By default the application calculates the Due Date based on the SLA Target for the Priority assigned to the Incident, and email reminders are sent accordingly.

Fix Date

Auto-filled when the  Incident moves into a Workflow State that is defined as meeting the SLA Resolution Time.

Remaining

Auto-filled and visible when there is SLA time remaining.

Time Overdue

Auto-filled and visible when the SLA is overdue.

Close Date

Auto-filled when the Status of an Incident is set to Closed. This date is fixed.

Resolution Time

Auto-filled with the number of minutes it took for the  Incident to move from the first SLA active State to a Workflow State that is defined as meeting the SLA Resolution Time.

Last Action Date

 

Auto-filled when Done or Save is selected after the  Incident has been modified or opened in edit mode. As changes may be made to an Incident after it has been Closed, this date may fall after the Close Date.

Time Recorded

Displays the sum total of automatically logged time, when the  Incident is in edit mode plus any manually entered Note Times.

Affects

Number of Customers assigned to the Item associated with the Incident.

 

Time Recorded

Time Recorded uses a combination of auto-timing and manual Note Time entries to measure and monitor the time spent working on an Incident.

 

The Auto-timer is activated when an Incident is opened in Edit mode, if enabled by the Administrator in the Admin>Setup>Privileges>User>Manual Incident Time. When the Incident is saved after any amendments have been made, the timer stops and records the length of time the Incident has been worked on. This total is added to the sum total of any manual Note Time entries made by Technicians when they are adding Notes. See: Notes Tab.

 

The Time Recorded is used by the system when the Contracts functionality is in use. See: Contracts.