To define or modify
you must have the following:
- "Managed Administrator" or "Regular User" product access type
- "Remote Administration" system privilege
- Privileges to edit projects for which
- Enabler licenses for
Serena Service Manager
Serena Request Center
enabler license must be procured and installed.
Service Level Agreements
are used to measure how well an organization responds to requests for service
compared to its published metrics. You define
at the project level of an application.
SLAs page lists the
that have been defined for the project. It includes the name, description,
status, and effective date of each
To access this page, in
SBM Application Administrator,
SLAs tab on the project page.
- If you change settings for an active
both the old and new version of the
are stored. New items will use the new settings, but existing items will
continue to use the original settings.
- If an item is updated in a way that makes the condition defining
will no longer be in effect. For example, suppose a high-priority item is being
monitored by an
that defines that high-priority items should be resolved within three business
days. If someone changes the priority to "medium," the
will no longer monitor that item.
Important: In the
SBM User Workspace,
reports and the
widget only show data if projects have
defined for them, and if one or more service requests have been associated with
those projects in
Serena Request Center.
Click to add a new
Click to view or modify a selected
Click to delete a selected
Click to copy a selected
to the current project or to a sub-project in its hierarchy. If you are copying
to the same project, you must provide a unique name.
Note: Actions and notifications defined for the
are not copied.
Click to refresh the page to its last saved state.
- Search for SLA
Type a text string to find matching
After a moment, all
that contain the string are displayed. To clear your text to search for
something else, click
Tip: Click the icon next to the
name to see a summary of the
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