SLA Widget

Restriction: Administrative requirements must be met before the SLA (Service Level Agreement) widget can be displayed.

SLAs are used to review and monitor how your organization responds to service requests in comparison to customer commitments. SLA rules and metrics are defined by an administrator.

The SLA widget, which can be included on state forms, contains the status of the current item for each SLA that applies to it. Initially, the most severe status is displayed. The complete status list can be seen by clicking the arrow on the widget.

Important: The SLA widget only shows status information if projects have SLAs defined for them, and if one or more services have been associated with those projects in Serena Request Center.
The list can contain the following values:
When the status is hovered over, additional information is displayed. This information includes:
Important: An SLA includes one or more "clauses," or rules. In addition to duration and severity percentages, the clause defines the portion of the workflow to which it applies.

For example, a clause could apply to the range of states from the New to Assigned states, inclusive. Another clause in the same SLA could apply to the range of states from the Assigned to Completed states, inclusive. This means that if an SLA with multiple clauses applies to an item, the widget could show multiple status values, some of which may not be current.

Using the previous example, the list would include VIOLATED if the item was not assigned to a technician within the allotted time. However, after it was assigned, if only 50% of the time for the technician to complete the item has elapsed, the list would also include MEDIUM.

Note: For complete information about SLAs, see the Serena Service Manager Getting Started Guide.