How to Configure SLAs

In CA SDM, the SLA or service type describes the level of service that the service desk analyst provides to the customer. To track your enterprise commitments and schedules (as they relate to specific tickets), events are attached to service types. Events are used to define the condition under which the service type is violated and the actions to be taken after the violation. Each event has three generic behavior characteristics: conditions, actions on true, and actions on false.
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In CA SDM, the SLA or service type describes the level of service that the service desk analyst provides to the customer. To track your enterprise commitments and schedules (as they relate to specific tickets), events are attached to service types. Events are used to define the condition under which the service type is violated and the actions to be taken after the violation. Each event has three generic behavior characteristics: conditions, actions on true, and actions on false.
  • Condition identifies the measurable state of a ticket.
  • Action identifies the processes that occur automatically when the condition is true or false after a specified amount of time.
 
Example: As a system administrator, you want to set up an SLA of 24-hours for a hardware request, failing which an email notification is sent to the Customer Support Manager and the analyst. This example is used throughout the scenario to explain how the email notification is configured for an SLA.
 
The following diagram showcases how you can set up an SLA of 24-hours for a hardware request: 
How to Configure SLAs for CA SDM
How to Configure SLAs for CA SDM
 
Follow these steps:
 
Open CA SDM Web UI
Log in to the web UI from the following servers, depending on your CA SDM configuration:
  • Conventional: Primary or secondary servers
  • Advanced availability: Application or background servers
Verify the Prerequisites
Before you configure the service level agreement, ensure that you have completed the following steps:
SLA Options
Depending on your organization needs, install the SLA options that you require to set up the SLA.
For example, in "classic" SLA processing (enabled if the classic_sla_processing option is installed in Options Manager) only one service type can apply to a ticket at any given time. When different attributes on a ticket have different service types associated with them, the higher ranked service type is used. The rank of a service type is defined when the service type is created, with the highest ranking being 1, the next being 2, and so on. For example, assume that the issue has a service type of 12-hour resolution (ranking 2), was assigned a priority code of 1, which has a service type of 4-hour resolution (ranking 1). The higher ranked service type determines the service behavior for the associated issue. In this example, 4-hour resolution is ranked higher than 12-hour resolution, so the 4-hour resolution service type is applied to the issue.
The following options can be installed from the Options Manager:
 
 
Option
 
 
Description
 
change_allow_sla_downgrade
Alters the behavior of the chg_sla option by allowing the system to automatically downgrade a change order's Service Type.
The chg_sla option selects the best Service Type from among several change order attributes, but cannot replace the change order's current Service Type with one of lesser rank. If this option is installed, the Service Types for all affected attributes are evaluated whenever one of the attributes changes. The change order's Service Type is set to highest ranked Type found, even if the new Service Type is lesser in rank to the change order's current Service Type.
The Service Type with the smallest Rank value is considered the best service. If all the Service Types considered are equal in Rank (including Service Types with empty Rank values), the Service Type created first in the database is selected.
The chg_sla option must be installed for this option to function correctly.
You can install similar option for issue, and request.
ttv_enabled
Runs the Time to Violation daemon, which monitors the SLAs for all open tickets and tasks. This process does not set the SLA violation, but records the date the ticket or task is violated in its current state. This projection is updated when the ticket or task is updated. This option must be installed in order for the other Time to Violation options to function correctly.
Important! 
This option does not require you to install the classic_sla_processing option.
set_sla_evt_open_date
Uses the open date/time value of a change order, issue, or request as the start date/time of attached events. The attached events are triggered as soon as the ticket is saved.
Verify the Notification Method for the Recipient
Ensure that the contact to whom you want to send the notification, is assigned to that particular notification method.
 
Follow these steps:
 
  1. Select Security and Role Management, Contacts on the Administration tab.
    The Contact Search page opens.
  2. Search for the contact using the filter and select the contact that you want to notify from the search result.
    The contact detail page opens.
  3. Select Notification on the Contact Details
     
    tab.
  4. Verify the notification method. Based on your notification priority, choose the required option. For example, you want to send an email notification for any emergency notification. Select the Email option in the Emergency field.
  5. To change the notification method, click Edit, change the option, and click Save.
    The notification method for the contact is verified.
Create Message Templates
Create a message template that contains the values to use for the notification message. When you send multiple notification messages, you can use the message templates to simplify your workload.
 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 Notifications, Message Templates
     
    from the Administration
     
    tab.
    The Message Template List page opens.
  2. Click Create New.
    The Create New Message Template page opens.
  3. Complete the fields as appropriate.
    •  
      Symbol
      Defines a unique identifier for this message template.
    •  
      Object Type
      Specifies the object type associated with this template. For example, select Request/ Incident/ Problem for any notification related to a ticket.
    •  
      Record Status
      Specifies the status of the template as either active or inactive. Set the status to Active to use the message template.
    •  
      Auto Notification
      Specifies to send the notification associated with this template automatically, when the activity occurs. For example, you set up an initial notification, set up the objects to notify, and set up the message template, but you are not ready to turn on the notifications. In this case, you do not select Auto Notification. When you are ready to start automatic notifications, you select the check box. The notification becomes active and occurs as defined.
    •  
      Notify Level
      Indicates the relative importance of sending this notification. For example, select Emergency if you want to send the email notification to the contact immediately when the associated activity occurs.
    •  
      Notification Message Title
      Specifies the summary title of the message. You can use variables to insert the incident number in the message title. For example, @{call_req_id.type.sym} @{call_req_id.ref_num} @{type.sym}.
    •  
      Notification Message Body
      Specifies the content of the message. You can use variables to insert the analyst name, end-user name, and description into the message. For example,
      @{call_req_id.type.sym} @{call_req_id.ref_num} @{type.sym}. Assigned to: @{call_req_id.assignee.combo_name} Customer: @{call_req_id.customer.combo_name} Description: @{call_req_id.description} Click on the following URL to view: @{call_req_id.web_url}
      You can use the ARTIFACT keyword to specify how artifacts are handled in outbound messages, message templates, notifications, and auto-replies. The ARTIFACT keyword uses the following values:
      •  
        NONE
         -- Specifies no validation of artifacts. This value is the same as not using the keyword.
      •  
        PROTECTED
         -- Validates a ticket against the hash for confirmation. If confirmation fails, the artifact is considered invalid and filtering fails when filtering searching for an artifact ({{object_id}}).
      •  
        SECURE
         -- Decrypts the ticket number. If the value is not a valid password, the artifact is considered invalid and filtering fails when filtering is searching for an artifact ({{object_id}}).
    •  
      HTML Message
      Specifies the HTML message that is displayed to the recipient. If the recipient receives the message on an external device, such as a cell phone or PDA, the message displays in plain text only. Click Edit HTML Message to open the HTML Editor.
    •  
      Quick View
      Displays the message as it appears to the recipient.
    •  
      HTML Source
      Displays the message in the HTML source code.
  4. Click Save.
    The message template is created.
Create a Macro
HID_CreateMacro
Macros are small scripts that define either conditions or actions. When Events or Behaviors execute, they can execute one or more Action macros. Before the macros are executed, you can use a conditional macro to determine which set of Action macros to execute.
You can use macros in the following areas:
  • Events
  • Behavior templates
  • Activity Notifications
CA SDM includes several macros. Users can create their own macros too.
 Customers cannot add Action or Condition macros but can create simple macros with site-defined conditions. The Site-defined conditions are noncomplex macros that are created from GUI dialogs; they are not replacements for condition-type macros.
For each macro, you specify the object type that you want the macro to use. If you create a site-defined conditional to verify a Requests value, you set the type to Request. CA SDM displays only those object type macros that match the ones on the Events or Behaviors.
Create a macro. Use this macro to add actions to objects, check for certain characteristics, or conditions.
 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 
    Events and Macros
    Macros
     on the 
    Administration 
    tab.
  2. Click 
    Create New
    .
  3. Complete the fields as follows:
    •  
      Symbol
      Enter a descriptive identifier for the macro.
    •  
      Macro Type
      Select the type for this macro. The selected macro type controls the remaining data that is supplied.
       The 
      Execute CA IT PAM Action
       selection is only available when CA Process Automation Workflow is configured with CA SDM.
    •  
      Object Type
      Select the type of object on which the macro can be run.
  4. Click 
    Continue
    .
    The page fills in with the remaining data.
Attach Event Macro
This macro type attaches an event object to a change order, issue, or request.
 
Example: Use Macros in the Behavior of Category or Area
 
You can also use macros in the Behavior for Issue and Change categories, and also for  the Request/ Incident/ Problem areas. On a Category/ Area detail, select the Workflow tab, Workflow status, Workflow detail. Click Behavior and specify a Conditional-type macro. The macro is executed when a user tries to change the task status value to a new or different value. If the condition is set to false, updating the task status is not allowed.
Use an Attach Event macro to attach an event to a workflow task.
 
Follow these steps:
 
  1. Type the event name directly in the 
    Event 
    field, or click the search icon to select the desired event.
  2. Click 
    Save
    .
    The attach event macro is created.
Execute Remote Reference Macro
This type of macro launches an external program on the server.
 
Follow these steps:
 
  1. Complete the following fields:
    •  
      Remote Reference
      The name of the remote reference to the external program you want the macro to launch. Type the remote reference name directly into this field, or click the search icon to select the remote reference.
    •  
      Parameters to Command
      Additional parameters required for running the command.
  2. Click 
    Save
    .
    The execute remote reference macro is created.
Create Multiple Notification Macro
This macro type lets you send a notification to one or more contacts. You can specify the message to send, the recipients of the message, and the urgency level.
 
Multiple Notification 
 
The message body of the multiple notification points directly to the table of the object selected. Therefore, when referencing fields on the object table, (CR (Call_Req) for example,) you can reference the field attribute name. If you want to specify the description information of the Call Request ticket, enter the following command:
Description: @{description}
A QREL (Query Relation) is a relation which contains a list of objects. The list of objects are by an SQL type WHERE clause. You can add the QREL to the description of a multiple notification macro. To use the QREL in the act_log QREL <-- alg, enter the following command in a notification macro:
@{act_log.0.description}
You can use replacement variables to make notification messages more relevant and dynamic. These replacement variables take the form of @{attribute_path_here} where attribute_path_here is an attribute of some CA SDM object. When the notification is sent, the variable is replaced with the attribute value specified.
A notification (from an activity log or a multiple notification) always has some base context (a ticket or a workflow task). On multiple notification, the Notification macro type field specifies the base object. You use the @{} syntax to reference any attribute on that object.
 
Example:
 A Multiple Notification of type Request references any attribute in the 'cr' (Call_Req) object. To include the Request description, specify @{description} (dot-notation is used to follow references to other objects). For example, to include the Request assignee last name: @{assignee.last_name}.
 
Follow these steps:
 
  1. Type the template name directly in the 
    Message Template
     field, or click the search icon to select the desired template. This template is used to create the notification message.
  2. Click 
    Save
    .
  3. Choose the appropriate contacts to notify from the following tabs:
    Use the 
    Update Contacts
     button that appears on each tab to search for and select more contacts to notify.
    •  
      Object Contacts
      The available organizations, vendors, and configuration items for the selected Object type. For example, you can select Affected End User or Affected End User's Org to notify.
    •  
      Contacts
      The individuals who are added to the notification macro, regardless of their association with the ticket.
    •  
      Contact Types
      The users who are defined within the notification macro with the same classification, such as analyst or customer.
  4. Click 
    Save
    .
    The multiple notification macro is created.
Create a Site-Defined Condition Macro
This type of macro evaluates true and false conditional statements, and can be created by administrators to provide specific behaviors to individual sites.
 
Site-Defined Condition
The Conditional macro is made up of one or more 
atomic
 conditions. Each atom tests the value of a single attribute. The Conditional macro uses two atoms, one for Assignee and one for Category. The individual atoms in the Conditional Macro event are connected with a Boolean operator 'AND’ or ‘OR’.
The Conditional Macro Detail shows a list of Atoms, which is read from left to right as follows:
 
Attribute
 
 
Operator
 
 
Value
 
 
Logical
 
 
Translation
 
Assignee
Equals
Jones
AND
The assignee is Jones and…
Cost
Less than
600
OR
Cost is an integer value less than 600 or…
Group
Empty/NULL
 
AND
The Group field is blank.
 The Logical connectors (AND, OR) connect two atoms. When there are two atoms, Atom A and Atom B,  the atom A connector connects the atom. Atom B connector is not used.
 
Follow these steps:
 
  1. Complete the following fields:
    •  
      If All Conditions Succeed Return
      Select the value you want to return if all conditions succeed. Valid values are True or False.
    •  
      Record Status
      Select whether the macro is Active or Inactive.
  2. Click 
    Save
    .
  3. Click 
    Add Condition
     on the 
    Conditions
     tab.
    The 
    Create New Atomic Condition
     page opens.
  4. Fill in the following fields as appropriate:
    •  
      Sequence
      The order in which the condition is evaluated within the site-defined condition.
    •  
      Select an Attribute
      The attribute to be evaluated. Enter the attribute name directly in this field or click the search icon to select the desired attribute.
    •  
      Choose Operator
      Select the conditional operator to use in the evaluation. Valid values are: Equals, Does Not Equal, Greater Than, Less Than, Empty/Null, Not Empty/Null.
    •  
      Select Attribute or Data Value
      Choose either Attribute or Data Value to be evaluated.
    •  
      Attribute Value/Data Value
      The value to be evaluated. Enter the attribute or data value directly into the field, or click the search icon to select the desired value.
  5. Click 
    Save
    .
  6. Repeat this process until all the desired conditions have been created.
    The site-defined macro is created.
Execute CA IT PAM Action Macro
You can create a macro to initiate a CA Process Automation process. This process definition can be associated with any CA SDM ticket type. The change category, issues category, or request/incident/problem area the ticket is assigned to determines the process definition that is applied to the individual tickets. If a CA Process Automation workflow has been attached to the selected category, the workflow is automatically attached and initiated when the ticket is saved.
Complete the macro description, record status, and the 
CA IT PAM
 start form and click 
Save
.
Create an Event
HID_CreateEvent
You can configure events that are attached to objects to execute configured actions. Events are procedures that execute after a certain amount of time has elapsed. For example, an event sends a message to a service desk analyst if a "priority 1" issue is not received within an hour. Other parts of the system use events, for example, Service Types.
You can define events for Requests, incidents, problems, change orders, issues, contacts, configuration items, and global and specific tenants. CA SDM schedules the events execution time that is based on the delay time and workshift.
 If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants.
Create an event and attach a macro to this event. This event is executed after certain time is elapsed. If any macro is attached, an action is performed.
  1. Select Events and Macros, Events on the Administration tab.
  2. Click Create New.
  3. Click Save.
  4. To add the macro to this event, complete the action information fields.
    The new event is saved.
Event Fields
  •  
    Object Type
    Indicates if the event is attached to an issue, request, change order, workflow task, knowledge document, knowledge report card, assistance session, or managed survey.
    This field can only be edited when creating an event. This field is read-only when you want to update the event.
  •  
    Record Status
    Indicates whether the event is active or inactive. Only active events can be used.
Configuration Information Fields
Complete the following configuration information fields:
  •  
    Delay Time
    The time after which the event is triggered.
  •  
    Repeat Delay Time
    The interval of time after which you want the event to be triggered again.
  •  
    Allow Time Resetting
    Indicates that the desk analyst can change the 
    Delay Time
    . Select this option to use an event as a Service Type event.
  •  
    Work Shift
    The dates, days, and hours when the service type is in effect.
  •  
    On Done Event Flag
    The action that is taken once the event is complete.
    •  
      Repeat Event
      The event at the specified time interval until the issue is closed.
    •  
      Save History
      Records the history of activities that are taken on the event.
    •  
      No History
      Do not record any history of the event. The event does not appear in the 
      Event History
       window.
  •  
    Condition
    Displays the macro (if associated with the event) indicating the condition that is checked for by the event.
  •  
    Text
    Defines the event configuration. For some action macros, this field is used for a specific purpose. For example, the 
    Transfer to Event Contact
     action macro contains the User ID of the person to whom the ticket can be transferred.
Action Information Fields
Select the actions to be associated with the event as follows:
  1. Click the 
    Action Information
     tab.
  2. Select one or both of the Set SLA Violation for Actions on True/False Macro check boxes. Selecting these check boxes logs a Service Level Agreement (SLA) violation when a true or false condition is encountered for the event.
    Specify appropriate macros for true or false condition under the action list to log the SLA violations.
  3. Click 
    Update Actions on True
    .
    The 
    Macro Search
     page opens.
  4. Search for the macros to be performed if the event condition is true.
  5. Select the desired macros from the list on the left, and click More (>>).
    The selected macros are added to the list on the right.
  6. When all desired macros are in the list on the right, click 
    OK
    .
    The selected macros appear in the 
    Actions on True Macro List
    .
  7. Click 
    Update Actions on False
    , and repeat the previous procedure to select the macros to be performed if the event condition is false.
Create a Service Type
You can create a service type that suits your requirements. You can also modify a predefined service type.
 
Follow these steps:
 
  1. Select 
    Service Desk
    Service Types
     on the 
    Administration
     tab.
    The 
    Service Type List
     page opens.
  2. Click 
    Create New
    .
    The 
    Create New Service Type
     page opens.
  3. If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants.
  4. Complete the following fields, as appropriate:
    •  
      Symbol
      Defines a unique identifier for the service type. In this example, you assign the symbol as 24_hr_resolution.
    •  
      Ranking
      Defines a ranking for the service type. In this example, the hardware request ticket may be associated with multiple service types. The ranking value determines the applicable service type. The service type with low ranking has the highest priority.
      Enter 1.
    •  
      Workshift
      Specifies the dates, days, and hours when the service type is in effect. The following rules apply to workshifts:
      • 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 not for an event, the service type workshift is in effect.
      • If a workshift for an event has been specified, but not for a service type, the service type workshift is ignored.
      • If a workshift for the event and service type have been specified, the service type workshift is ignored.
    •  
      Timezone
      Specifies the time zone for the service type. This time zone is used for triggering events in the system if the 
      Use End User's Time Zone
       option is not selected.
    •  
      Use End User's Timezone
      Specifies the timezone of the affected end user to trigger the events.
    •  
      Violation Cost
      Specifies the cost that is incurred if the service type time limit is violated.
  5. Click 
    Save
    .
    The service type is saved.
  6. To attach a service type event, select the appropriate tab (Requests, Change Orders, Change Order Tasks, Issues, or Issue Tasks) and click 
    Add Service Type Event
    .
    The 
    Create New Service Type Event
     page opens.
  7. Click 
    Event
    .
    The 
    Event List page
     opens.
  8. Select one of the existing events from the list.
    The selected or created event is displayed in the 
    Event
     field.
  9. Click 
    Continue
    .
    The service type detail page is displayed with the attached event.
Attach the Service Type to an Object
Service types can be associated with various objects such as contacts, organizations, categories, priority codes. According to the example, you attach the service type to the Incident Area, which is Hardware.
 
Follow these steps:
 
  1. Open the related ticket for which you want to assign an SLA.
  2. Click 
    Hardware
     from the 
    Incident Area
     field.
    The 
    Hardware Update Request/Incident/Problem Area
     page opens.
  3. Click 
    Edit
    .
  4. Click 
    Service Type
    .
    The 
    Service Type List
     page opens.
  5. Search for 24_hr_resolution service type that you have created.
  6. Click 24_hr_resolution from the search result.
    The 
    Hardware Update Request/ Incident/ Problem Area
     page opens with the updated service type.
  7. Click 
    Save
    .
    The service type is attached to the Hardware incident area.