To create a new SLA target definition for an estate management classification

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The procedure to create a new SLA target definition for an estate management classification is as follows:

  1. Navigate to Quick Menu > System > Cases and Tasks > System Case SLA Definitions. The System Case SLA Definitions window is displayed.
  2. Click on New SLA Definition 1. All fields are activated ready for data entry.
  3. Enter a Description for the SLA target definition into the field provided 2.
  4. Using the Classification drop-down field, select the specific parameter value of Estate Management.
  5. Using the Companies drop-down field, multi-select all companies for which this SLA target definition is relevant, or choose the All option, as required 1.
  6. Choose an Effective from date for this SLA target definition i.e. the date on which it came into effect 3.
  7. Choose an Effective to date if the SLA target definition is to be reviewed on a specific date or to capture a change of circumstances; a blank field means the SLA will never expire.
  8. Using the Calendar drop-down field, select the calendar that reflects the required frequency for the SLA framework.
  9. Using the SLA unit drop-down field, select an appropriate duration parameter for the target completion period e.g. Minutes, Days, Weeks, Months.
  10. Enter the SLA period value into the field provided i.e. the SLA unit multiplier 4. The Up and Down arrows are available to increment or decrement the value, as required.
  11. Using the Amber warning unit drop-down field, select an appropriate advance warning frequency parameter, used to trigger an escalation alert prior to the target completion date being reached e.g. Minutes, Days, Weeks, Months.
  12. Enter the Amber warning period value into the field provided i.e. the Amber warning unit multiplier 5. The Up and Down arrows are available to increment or decrement the value, as required.
  13. Using the Amber warning escalation drop-down field, select the desired rule to control the group-wide amber warning alerts for any estate management cases or inherent tasks that are approaching the target completion date 6.
  14. Using the SLA missed escalation drop-down field, select the desired rule to control the group-wide notification of any estate management cases or inherent tasks where the target completion date has been exceeded.
  15. Click on Save. The new SLA target definition is displayed in the alphabetical list, underneath the Estate Management heading 7.


Tip

1 Where only a small number of parameter values are not required, activate the All tick box first and then deselect individual items from the full list, as appropriate; the All tick box will be automatically removed once an item is deselected.

Note

1 Upon first access, all fields are automatically activated ready for data entry; hence the New SLA Definition button is inactive.

2 System validation rules ensure that the description entered for each new SLA target definition is unique for the effective period.

3 The Effective from date defaults to the current system date and cannot be left blank.

4 By way of example, if a ten day SLA target completion period was required, an SLA period of '10' would be inserted, coinciding with an SLA unit of 'Days'.

5 By way of example, where an amber warning alert was required five days prior to the target completion date, an Amber warning period of '5' would be inserted, coinciding with an Amber warning unit of 'Days'. The SLA warning period must always be less than or equal to the SLA target completion period.

6 This option is activated only once an amber warning threshold has been configured for the SLA target definition.

7 To amend the details of an existing SLA target definition, expand an Estate Management classification heading and select an entry from the alphabetical list (or type its name into the Search SLA Definitions field) and repeat steps 3 through 15. By default the list is filtered to show Current target definitions. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All combinations.


See related topics...

Estate management configuration overview

To add an SLA target to an estate management task definition

To add an SLA target to an estate management inspection type

To create a new estate management escalation rule