Service Level Agreements

After installation of the package a new menu section will be available in the main menu.

Note

In order to grant users access to the Service Management menu, you need to add them as member to the group itsm-service.

Service Level Agreement List

Use this screen to get a list of service level agreements directly in the agent interface. The Service Level Agreements menu item is available in the main menu.

Service Level Agreement List

Service Level Agreement List

Service Level Agreement Detail View

Use this screen to see the details of a service level agreement. The service level agreement detail view is available if you select a service level agreement from a service level agreement list.

Service Level Agreement Detail View Widgets

Like other business object detail views, the service level agreement detail view is also highly customizable. Some of the following widgets are displayed with the default installation, but others have to be added in the screen configuration.

Service Level Agreement Information Widget

This widget shows information about the service level agreement.

Service Level Agreement Information Widget

Service Level Agreement Information Widget

Service Level Agreement Times Widget

This widget shows times related to the service level agreement.

Service Level Agreement Times Widget

Service Level Agreement Times Widget

Services Requiring Action Widget

This widget lists the services that require an action.

Services Requiring Action Widget

Services Requiring Action Widget

Associated Services Widget

This widget shows the services that are associated to the service level agreement. If you click on a service, the Services detail view will open.

Associated Services Widget

Associated Services Widget

Service Level Agreement Detail View Actions

The following actions are available in the service level agreement detail view.

Print Service Level Agreement
This action allows agents to print the service level agreement to a PDF file and to download it.