How to edit a Service Level Agreement record

Any Service Level Agreement can change over time as new services, processes, and equipment impact the agreement. You can update a Service Level Agreement record by changing any field in the form.

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

You can edit multiple records simultaneously by selecting them in the grid and updating them in the Preview pane on the right. For more information, see Mass update.

From the main menu, select Plan > Service Level.

To edit a Service Agreement, select Service Agreements. To edit a Support Agreement, select Support Agreements. To edit a Human resources Agreement, select Human Resources Agreements.

Select the record you want to edit.

To filter the record list, click the Add filter button. For more information, see Filters.

Click the record identifier in the ID column to display the selected record.

Edit any field in the General tab.

Service Agreements

Field	Description
Title	Type a word or phrase that is a unique identifier for this Service Level Agreement. It should be a value that makes it easy for the end user to understand the purpose of the Service Level Agreement. Example: Initial review for priority 1 incidents.
Type	Select SLA to define a Service Level Agreement. Select OLA to define an Operational Level Agreement. This field is read-only for existing agreements.
Default agreement	Select this check box to make this Service Level Agreement the default. The default Service Level Agreement for HR Support Requests is automatically applied to all such requests which do not have a matching Service Level target Definition.
Owner	Choose the Service Level Agreement owner. Example: the owner might be the Service Level Manager. If no value is selected, the owner is set to the current user by default.
Description	Enter a description for the Service Level Agreement. It is helpful for other users to understand the purpose and objectives of this Service Level Agreement.
Default target sets	In the Default target sets section, choose the Service Level Target sets to be linked to this Service Level Agreement. For Human Resources agreements, you can link target sets for Requests only. The drop-down list of available target sets includes only target sets with a matching module: For Human Resources SLAs, the Request drop-down includes only target sets with a Service request module. For Human Resources OLAs, the Request drop-down includes only target sets with a Service request OLA module.
Services	Do one of the following: Click Add, then select an actual service to link the service to the Service Level Agreement. Click the list icon ( ) to display available services. Select the check box for each one that you want to link to the Service Level Agreement. Click OK to select the linked services. The selected services appear in yellow. When you save the agreement, the linked services are saved. To remove a linked service, select the service and click Remove. The selected services appear in strikethrough text. When you save the agreement, the linked services are removed.

Support Agreements

Field	Description
Title	Type a word or phrase that is a unique identifier for this Service Level Agreement. It should be a value that makes it easy for the end user to understand the purpose of the Service Level Agreement. Example: Initial review for priority 1 incidents.
Type	Select SLA to define a Service Level Agreement. Select OLA to define an Operational Level Agreement. This field is read-only for existing agreements.
Default agreement	Select this check box to make this Service Level Agreement the default. The default Service Level Agreement (for incidents or support requests, as appropriate) is automatically applied to all incidents and support requests which do not have a matching Service Level target Definition.
Owner	Choose the Service Level Agreement owner. Example: the owner might be the Service Level Manager. If no value is selected, the owner is set to the current user by default.
Description	Enter a description for the Service Level Agreement. It is helpful for other users to understand the purpose and objectives of this Service Level Agreement.
Default target sets	In the Default target sets section, choose the Service Level Target sets to be linked to this Service Level Agreement. For Support agreements, you can link target sets for both Requests and Incidents. For Service agreements, you can link target sets for Requests only. The drop-down list of available target sets includes only target sets with a matching module: For Support SLAs, the Request drop-down includes only target sets with a Support request module. The Incident drop-down includes only target sets with an Incident module. For Support OLAs, the Request and Incident drop-downs include only target sets with an Incident/Support request OLA module.
Services	For Support requests, in the Services section, do one of the following: Click Add, then select an actual service to link the service to the Service Level Agreement. Click the list icon ( ) to display available services. Select the check box for each one that you want to link to the Service Level Agreement. Click OK to select the linked services. The selected services appear in yellow. When you save the agreement, the linked services are saved. To remove a linked service, select the service and click Remove. The selected services appear in strikethrough text. When you save the agreement, the linked services are removed. Note The maximum number of services that can be added is 250.

Note For Support agreements, you can define a Service Level Agreement that does not identify a service. This type of Service Level Agreement can be useful as a default when you have similar services that do not require individual Service Level Agreements. To set it as a default, select the Default agreement check box.

Human Resources Agreements

Field	Description
Title	Type a word or phrase that is a unique identifier for this Service Level Agreement. It should be a value that makes it easy for the end user to understand the purpose of the Service Level Agreement. Example: Initial review for priority 1 incidents.
Type	Select SLA to define a Service Level Agreement. Select OLA to define an Operational Level Agreement. This field is read-only for existing agreements.
Default agreement	Select this check box to make this Service Level Agreement the default. The default Service Level Agreement for HR Support Requests is automatically applied to all such requests which do not have a matching Service Level target Definition.
Owner	Choose the Service Level Agreement owner. Example: the owner might be the Service Level Manager. If no value is selected, the owner is set to the current user by default.
Description	Enter a description for the Service Level Agreement. It is helpful for other users to understand the purpose and objectives of this Service Level Agreement.
Default target sets	In the Default target sets section, choose the Service Level Target sets to be linked to this Service Level Agreement. For Human Resources agreements, you can link target sets for Requests only. The drop-down list of available target sets includes only target sets with a matching module: For Human Resources SLAs, the Request drop-down includes only target sets with a Service request module. For Human Resources OLAs, the Request drop-down includes only target sets with a Service request OLA module.
Services	Do one of the following: Click Add, then select an actual service to link the service to the Service Level Agreement. Click the list icon ( ) to display available services. Select the check box for each one that you want to link to the Service Level Agreement. Click OK to select the linked services. The selected services appear in yellow. When you save the agreement, the linked services are saved. To remove a linked service, select the service and click Remove. The selected services appear in strikethrough text. When you save the agreement, the linked services are removed. Note The maximum number of services that can be added is 250.

For Operational Level Agreements, you can edit the following fields in the Group target sets tab.

Field	Description
Default target sets	The default target set for the agreement is the same one selected in the Default target sets section in the General tab. You can select it from here also. The drop-down list of available target sets includes only target sets with a matching module: For Support OLAs, the Request and Incident drop-downs include only target sets with an Incident/Support request OLA module. For Service OLAs, the Request drop-down includes only target sets with a Service request OLA module.
Group override rules	In the Group override rules section, you can define override rules to override the default target set for specified groups. To add an override rule, click Add. In the New group override rule dialog box, enter the following information: Name. Enter a name for the rule Target sets. Select the target sets. For Support agreements, select one target set for Incidents and one for Requests. For Service agreements, select one target for Requests. Groups. Click in the Groups by name box to display a drop-down list of groups. Select the required groups to add. You cannot select the same group in more than one override rule in an agreement. Click Save to save the rule. To edit an override rule, select the required rule and click Edit. To delete an override rule, select the rule and click Delete. Note The maximum number of target sets that can be added is 500.

Field

Description

Default target sets

The default target set for the agreement is the same one selected in the Default target sets section in the General tab. You can select it from here also.

The drop-down list of available target sets includes only target sets with a matching module:

For Support OLAs, the Request and Incident drop-downs include only target sets with an Incident/Support request OLA module.
For Service OLAs, the Request drop-down includes only target sets with a Service request OLA module.

Group override rules

In the Group override rules section, you can define override rules to override the default target set for specified groups.

To add an override rule, click Add. In the New group override rule dialog box, enter the following information:
- Name. Enter a name for the rule
- Target sets. Select the target sets. For Support agreements, select one target set for Incidents and one for Requests. For Service agreements, select one target for Requests.
- Groups. Click in the Groups by name box to display a drop-down list of groups. Select the required groups to add.
  
  You cannot select the same group in more than one override rule in an agreement.
Click Save to save the rule.
To edit an override rule, select the required rule and click Edit.
To delete an override rule, select the rule and click Delete.