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SLA Integration with business hours in HP Service Desk 4.5

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Ranjeet Kumar_1
Acclaimed Contributor

SLA Integration with business hours in HP Service Desk 4.5

Hi,
Could anyone help me to configure rule in hpsd

1. Generate a global alert with case information of service call count business hours (condition whenever ticket opened and not closed by 5 business hours)

2. How to map SLA with business hours


Regards,
Ranjeet kumar
2 REPLIES

Re: SLA Integration with business hours in HP Service Desk 4.5

Hi Ranjeet,

I can share with you for your second query.
After you login as administrator to OVSD,
Go to Tools->System
In Administrator console,
Explore Data->Codes->Service Level Agreement
Select on Service Level
right-click to create New Service Level
Under support Hours tab, click Add button to create the support hours.

After the Service Level is created, you may add a new SLA now.
Fill in the Service Level field with the value you have just added under Administrator Console
and fill up all the necessary fields and save.

Hope it helps.cheers..
Naveen kesari_1
Collector

Re: SLA Integration with business hours in HP Service Desk 4.5

Hi friend,
i have facing same problem and i have create SLA but but i m unable to show SLA breach incident.


Please give me all details configuration regarding SD SLA.

Thanks in Advance
Naveen Kumar
Be Positive
//Add this to "OnDomLoad" event