Creating Time of Attendance
This feature provides a variety of actions, such as including, changing, and deleting the attendance time of the following types:
- Global: applicable to all services;
- Customer: applicable to the contract services; and
- Incident/Request/Procedure: applicable to a specific service.
Before getting started
To register a time of attendance, it is necessary to previously register the service portfolio.
Procedure
- Access the Time of Attendance functionality through the main menu Processes > Service Level Management > Attendance Time;
- Set the type of attendance time and click on the corresponding tab;
- Complete all mandatory fields in "Basic Data";
🖊 Note: Indicate in the attribute "Impact/Urgency Change", if it will be allowed the change of Impact and/or Urgency.
⚠️Attention!
If the attendance time does not allow the change of impact and urgency, the system automatically replaces what is sent via WebService to the impact, urgency, priority, and time of attendance defined in this register.
4. In "Time of Attendance per Priority", set the service time of attendance, taking into consideration the priority. The priority is used to identify the time required for an action to be taken. The priority goes from 1 to 5, being 1 the highest priority and 5 the lowest. Select the priority to define the time:
- Capture: set the time of capture of the service request, according to the priority selected;
- Resolution: set the time of service resolution according to the priority selected.
5. Before completing the fields in "Automation", it should be properly parametrized, it must be properly parameterized, so it is necessary to execute the steps in the knowledge Creation escalation rule, except for parameter 190 that must be equal to 'N' in this context;
6. Before the N minutes (informed in the time of action) and in case it does not have performed any action in the service request linked to this time of attendance, the system will attribute the priority and will escalate the execution group to the service request;
7. In the fields of "Incident/Request/Procedure", it will be selected the services to apply the configurations, taking into consideration the type of attendance time selected;
8. Click on "Save".