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Commodore Commodore
Commodore
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How to implement mutually exclusive SLO's for the same ticket based on assignment group

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Hello Experts,

Could you provide direction on how to implement mutually exclusive Service Level Objectives (SLOs) for the same ticket based on assignment groups?

This if for SM9.51

I would like to implement the functionality requested in QCCR1E59064.

Thank you,
Andy-

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Micro Focus Expert
Micro Focus Expert

Hello Andy,

This was implemented since SM 9.41, it is not new on SM 9.51. All the details about the configuration can be found in the SM help server contents under the topics OLA and UC Monitoring, Calculation of Process Target metrics and Operational Level Agreements

For example, to create and assign an OLA to an assignment group the following steps are provided there:

To create an operational level agreement (OLA), follow these steps:

  1. Click Service Level Management > Agreements > New Agreement.
  1. Click Operational Level Agreement.
  1. In the Title field, type a descriptive name for the OLA.
  1. In the Effective from field, choose a date in the calendar options for the OLA start date.
  1. In the Expiration Date field, choose a date in the calendar options for the OLA end date.
  1. In the Next Review Date field, choose a date for the first review of the OLA.
  1. In the Service review Frequency field, choose the time period for the review.
  1. Add an optional Description for the new OLA.
  1. Click the Assignment Group tab. Specify the appropriate group for this OLA.
  1. Click Save.  Note that an Agreement ID number was added to the record.
  1. Click the Process Targets or Service Targets tabs. You can add, edit, or remove Service Level Targets on these tabs.
  1. The following steps are optional:
    1. Click the Agreed By tab, and specify the appropriate signatories to the agreement.
    1. Click the Attachments tab, and add upload any formal documents between the two parties signing the contract.
  1. Click Save.

Note: After you create a new OLA, you must log out and log in again to view the new OLA on the drop-down selection lists.

 

An Operational Level Agreement (OLA) or an Underpinning Contract (UC) can be assigned to an assignment group to measure its performance. You can either make the assignment when you create a new agreement or do that when you edit an existing agreement.

To assign an OLA/UC when you create a new agreement, follow these steps:

  1. Click Service Level Management > Agreements > New Agreement.
  1. In the Select Agreement Category form, click Operational Level Agreement or Underpinning Contract as necessary.
  1. In the New Agreement form, click the Assignment Groups tab for an OLA or the External Assignment Group tab for a UC.
  1. Click the Fill Field button to add an assignment group for the OLA or UC.
  1. Click Save or Save & Exit to save your changes.

To add an assignment group for an existing OLA or UC, follow these steps:

  1. Click Service Level Management > Agreements > Agreement Queue.
  1. In the Agreement Queue: All Agreements form, click an appropriate agreement ID.
  1. Click the Assignment Group tab for an OLA or the External Assignment Group tab for a UC.
  1. Click the Fill Field button to add an assignment group for the OLA or UC.
  1. Click Save or Save & Exit to save your changes.

 

For more details, please review the SM help contents.

 

Best regards,

Suuport

* If you find that this or any other post resolves your issue, please be sure to mark it as an accepted solution.
* If you are satisfied with anyone’s response please remember to give them a KUDOS by clicking on the STAR at the bottom left of the post and show your appreciation.

Software Support Technical Consultant

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Micro Focus Expert
Micro Focus Expert

Hello Andy,

This was implemented since SM 9.41, it is not new on SM 9.51. All the details about the configuration can be found in the SM help server contents under the topics OLA and UC Monitoring, Calculation of Process Target metrics and Operational Level Agreements

For example, to create and assign an OLA to an assignment group the following steps are provided there:

To create an operational level agreement (OLA), follow these steps:

  1. Click Service Level Management > Agreements > New Agreement.
  1. Click Operational Level Agreement.
  1. In the Title field, type a descriptive name for the OLA.
  1. In the Effective from field, choose a date in the calendar options for the OLA start date.
  1. In the Expiration Date field, choose a date in the calendar options for the OLA end date.
  1. In the Next Review Date field, choose a date for the first review of the OLA.
  1. In the Service review Frequency field, choose the time period for the review.
  1. Add an optional Description for the new OLA.
  1. Click the Assignment Group tab. Specify the appropriate group for this OLA.
  1. Click Save.  Note that an Agreement ID number was added to the record.
  1. Click the Process Targets or Service Targets tabs. You can add, edit, or remove Service Level Targets on these tabs.
  1. The following steps are optional:
    1. Click the Agreed By tab, and specify the appropriate signatories to the agreement.
    1. Click the Attachments tab, and add upload any formal documents between the two parties signing the contract.
  1. Click Save.

Note: After you create a new OLA, you must log out and log in again to view the new OLA on the drop-down selection lists.

 

An Operational Level Agreement (OLA) or an Underpinning Contract (UC) can be assigned to an assignment group to measure its performance. You can either make the assignment when you create a new agreement or do that when you edit an existing agreement.

To assign an OLA/UC when you create a new agreement, follow these steps:

  1. Click Service Level Management > Agreements > New Agreement.
  1. In the Select Agreement Category form, click Operational Level Agreement or Underpinning Contract as necessary.
  1. In the New Agreement form, click the Assignment Groups tab for an OLA or the External Assignment Group tab for a UC.
  1. Click the Fill Field button to add an assignment group for the OLA or UC.
  1. Click Save or Save & Exit to save your changes.

To add an assignment group for an existing OLA or UC, follow these steps:

  1. Click Service Level Management > Agreements > Agreement Queue.
  1. In the Agreement Queue: All Agreements form, click an appropriate agreement ID.
  1. Click the Assignment Group tab for an OLA or the External Assignment Group tab for a UC.
  1. Click the Fill Field button to add an assignment group for the OLA or UC.
  1. Click Save or Save & Exit to save your changes.

 

For more details, please review the SM help contents.

 

Best regards,

Suuport

* If you find that this or any other post resolves your issue, please be sure to mark it as an accepted solution.
* If you are satisfied with anyone’s response please remember to give them a KUDOS by clicking on the STAR at the bottom left of the post and show your appreciation.

Software Support Technical Consultant

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