Manage Service Type and Service Type Events

This article contains the following topics:
casm1401
This article contains the following topics:
Service types identify the levels of support service provided to or contracted by your service desk customers.
Create a Service Type
HID_Create_Service_Type
You can also use service types to categorize customers.
If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants.
Follow these steps
  1. Select Service Desk, Service Types on the Administration tab.
    The Service Type List page appears.
  2. Click Create New.
    The Create New Service Type page appears.
  3. Fill in the service type fields as appropriate.
  4. (Optional) Use service type tabs to add events to the service type.
  5. Click Save.
    The service type definition is saved and the Service Type Detail page appears.
Service Type Fields
HID_ServiceTypeFields
The following fields require explanation:
  • Symbol
    A unique identifier for this service type. Use the symbol to identify the service type. For example, to set up a service type that requires a response within an eight hour time period, assign the symbol 08_hr_resolution.
  • Ranking
    Service types can be associated with various objects, such as contacts, organizations, categories, and priority codes. If different service types are associated with a ticket, the one that is used depends on the value in this field. The one with the lowest number has the highest priority. For example, if an issue is opened and the Affected End-User contact has a 12-hour resolution service type, which is ranked as 2, while the priority code has a four-hour resolution service type and is ranked as 1. The service type for the issue is four hour resolution.
    Enter a value of one or greater; values of 0 or negative numbers are not allowed.
  • Workshift
    Specifies the dates, days, and hours when the service type is in effect. Usually coincides with your service desk is operating time period (for example, 24 Hours, Regular, or Non-Business Hours).
    The following rules apply to a workshift:
    • If you apply a workshift to a service type, stop and restart the service for the workshift to take effect immediately.
    • If a workshift for a service type has been specified, but one has not been specified for an event, the service type workshift is in effect.
    • If a workshift for an event has been specified, but one has not been specified for a service type, the service type workshift is ignored.
    • If a workshift for event and for service type have been specified, the service type workshift is ignored.
      The C
      reate Service Type
      ,
      Workshift
      option will work when the option
      sla_workshift_override
      is installed. Navigate to CA SDM
      Administration
      ,
      Options Manager
      ,
      Request-Change-Issue
      ,  
      sla_workshift_override
      . Verify if the status= Installed and you have a workshift defined for your events on a Service Type.
  • Timezone
    The time zone for the service type. You can enter the time zone directly in this field, or click the search icon to select the time zone from a list.
    This time zone is used for triggering events in the system if the Use End-User Time Zone option is not selected.
  • Use End User's Timezone
    Select this option if you want to use the timezone that is defined for the affected end user on a ticket for triggering events in the system.
  • Violation Cost
    The cost that is incurred if the service type time limit is violated.
If multi-tenancy is installed, the list page displays Tenant and Public Data settings in the search filter. Public Data can be Excluded or Included with Tenant data; Only searches for public objects exclusively. On detail pages, select the appropriate tenant from the list. If you select <empty>, the object is public.
Service Type Tabs
HID_ServiceTypeTabs
The following tabs are available on the Create Service Type, the Service Type Detail, and the Update Service Type pages:
Requests
  • Requests
    Allows you to add service type events to request tickets. The event object type must be Request.
  • Request Tasks
    Allows you to add service type events to Request, Incident, and Problem workflow tasks. The event object type must be Request/ Incident/ Problem Workflow Task.
  • Request Targets
    Allows you to link a Service Type to a Service Target Template for managing Request, Incident, and Problem tickets.
Change Orders
  • Change Orders
    Allows you to add service type events to change order tickets.
  • Change Order Tasks
    Allows you to add service type events to change order workflow tasks. The event object type must be Issue Workflow Task (not Workflow Task).
  • Change Order Targets
    Allows you to link a Service Type to a Service Target Template for managing Change Orders.
Issues
  • Issues
    Allows you to add service type events to issue tickets.
  • Issue Tasks
    Allows you to add service type events to issue workflow tasks. The event object type must be Issue Workflow Task (not Workflow Task).
  • Issue Targets
    Allows you to link a Service Type to a Service Target Template for managing Issues.
Attach a Service Type Event
Service types determine the level of support that is given for a ticket. You can associate service type events with tickets. An event that is associated with a service type is attached to records defined with that service type.
Follow these steps:
  1. On the Service Desk tab, select Incidents, Problems, Requests, Change Orders, or Issues.
  2. Navigate to Assigned or Unassigned, and select the priority for the desired ticket.
  3. Select the desired ticket from the list that appears.
  4. Choose the Service Type tab, and click Attach Service Type Event.
    The Attach Service Type Event page appears.
  5. Click Service Type Event.
    The Event Search page appears.
  6. Complete one or more of the search fields, and click Search.
    The Event List displays the events that match your search criteria.
  7. Select the desired event.
    The Attach Service Type Event page appears.
  8. Click OK.
    The Delay Time field appears. The delay time indicates the interval of time after which the event occurs.
  9. Specify the delay time as hh:mm:ss (hours, minutes, seconds).
    For example, if the event is attached to the incident at 2:20, and the Delay Time is 01:00:00 (one hour), the event occurs at 3:20.
  10. Click OK.
    The ticket detail page appears with the event listed on the Service Type tab.
Create Service Type Event
HID_Create_Service_Type
You can create service type events for requests, change orders, change order tasks, issues, and issue tasks.
Follow these steps
  1. From the Service Type Detail page, select the appropriate tab (Requests, Change Orders, Change Order Tasks, Issues, or Issue Tasks).
    The Event List for the ticket type appears.
  2. Click Add Service Type Event.
    The Create New Service Type Event page appears.
  3. Fill in the fields on this page, including:
    • Event
      The name of the event to which this service type event is attached. An event is a procedure that is automatically followed after a certain amount of time has elapsed. Events consist of checking for conditions and performing actions that are based on the results of those conditions. Attach events to tickets to make it easier to monitor and take measures to close these tickets. 
      For example, an event may send a message if a priority 1 issue is not resolved in an hour. The event begins when an hour has elapsed. First, the system checks for the condition, which is "open issues with the priority of 1." If the condition is true, the system performs an action, which is sending the message.
    • Delay Time
      The interval of time after which the event occurs. Specify the delay time as hh:mm:ss, For example, if an event is attached to an issue at 2:20, and the Delay Time is 01:00:00 (one hour), the event occurs at 3:20.
  4. Click Save.
    The tab definition is saved and the Tab Detail page appears.
Delay or Resume a Service Type Event
You can delay and resume service type events.
Follow these steps:
  1. Select the desired ticket from the list page on the Service Desk tab.
    The ticket detail page appears.
  2. Select the Service Type tab.
    A list of any service type events that have been added to the ticket appears.
  3. Click Delay or Resume.
    The Reason page appears.
  4. Enter the reason, and click OK.
    The ticket detail page displays the Status of the event.