Creating and versioning SLA metrics

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Creating user groups in Axence nVision®

To create a user group:

1.In the main window of the Axence nVision® console, click the Users section icon.

2.Go to the Tools and options tab.

3.Click the Add group button.

 

To add a user to the group:

1.Go to the Users section in the Axence nVision® Console.

2.Drag the selected users to the target group.

 

To create an SLA metric:

1.In the HelpDesk web interface, navigate (as an administrator) to the SLA metrics view.

2.Click the Add SLA metric button.

3.In the metric adding dialog box, enter the metric properties:

•Name – for better identification of the SLA metric. Maximum length: 150 characters.

•Description – (optional) additional description field; can be used by the user for any purpose. Maximum length: 300 characters.

•List of conditions – a collection of conditions describing the tickets which the metric will be applied to.

•Metric type – the method of time measurement by the given metric.

•Time limit – the time value which, if exceeded, means that the SLA conditions are violated. Minimum value: 30 minutes, maximum value: 31 days.

•Alert – an additional e-mail address for sending notifications on each metric violation (optional).

•Validity time – a field allowing the selection of either the mode without interruption, or the mode where time runs only in specified periods.

•List of hours (optional) – if the interrupted mode was chosen, this field is used to define the hours within which the SLA limit is running (for a specific day of the week).

•Calendar of days off work – true/false field, which decides whether the SLA metric is stopped during days off work. Click the With exclusion of days off work link to define the list of days off work.

4.To save the metric, click the Add SLA metric button.

 

 

Versioning of SLA metrics

SLA metric is a versioned entity where all of its properties, except for the name, are subject to versioning. The name is the parameter which remains common for subsequent metric versions and is editable at any time.

Adding a new metric is equivalent to the creation of its first version. When a version is set, its “validity start date” is set as the current date. It means that only tickets reported after this date can by covered by this version of the metric.

When a version of SLA metric is created, it is not possible to re-edit it. Once created, the SLA metric version can be only archived or archived with the simultaneous creation of a new version.

Archiving SLA metric version

When archiving, the “validity end date” in the metric is automatically set to the current date. It means that all tickets created after that date cannot be covered by the metric. Tickets currently covered by the archived metric will remain covered by this version until the end of their life cycle (if they meet metric conditions).

Creating a new SLA metric version

In the case of a valid SLA metric, you can create a newer version of it (always with the simultaneous archiving of the current version). It allows the continuity of such a metric to be maintained.

If a new metric version is created, the system automatically substitutes values from the older version into the respective data fields.

A new version of the metric can also be created for each metric which had previously been archived without creating a new version of it.

 

Formally, each new version is an independent SLA metric. Metrics are grouped by name only to support their change management processes.

To simplify the system, it is not possible to edit the version validity dates manually. The current version is always valid from the moment of its creation, and has no end date until it is archived.