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: SLA for IT equipment orders.
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.
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.
Target Sets	Do one of the following: Click Add, then select a Service Level Target set to be linked to this Service Level Agreement. Click the list icon ( ) to display available target sets. Select the check box for the one that you want to link to the Service Level Agreement. Click OK to select the linked target set. The selected target set appear in yellow. When you save the agreement, the linked target set is saved. To remove a linked target set, select the target set and click Remove. The selected target set appear in strikethrough text. When you save the agreement, the linked target set is removed. For Service agreements, you can link target sets for Requests only. The list of available target sets includes only target sets with a matching module: For Service SLAs, only target sets of module Service Request of type SLA are available. For Service OLAs, only target sets of module Service Request of type OLA are available Note: You can only select one target set to be linked to this Service Level Agreement.

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.
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. The maximum number of services that can be added is 250.
Target Sets	Do one of the following: Click Add, then select a Service Level Target sets to be linked to this Service Level Agreement. Click the list icon ( ) to display available target sets. Select the check box for each one that you want to link to the Service Level Agreement. Click OK to select the linked target sets. The selected target sets appear in yellow. When you save the agreement, the linked target sets are saved. To remove a linked target sets, select the target sets and click Remove. The selected target sets appear in strikethrough text. When you save the agreement, the linked target sets are removed. For Support agreements, you can link target sets for Requests, Incidents and the customized record types created in Studio. For Service agreements, you can link target sets for Requests only. The list of available target sets includes only the target sets with a matching module: For Support SLAs, the target sets of Type SLA with Incident/Support request or customized record type selected as Module are available. For Support OLAs, the target sets of Type OLA with Incident/Support request or customized record type selected as Module are available. Note: You can select multiple target sets to be linked to this Service Level Agreement, but the target sets selected should be with a same Module.

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.
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.
Target Sets	Do one of the following: Click Add, then select a Service Level Target set to be linked to this Service Level Agreement. Click the list icon ( ) to display available target sets. Select the check box for the one that you want to link to the Service Level Agreement. Click OK to select the linked target set. Click the list icon ( ) to display available target sets. Select the check box for the one that you want to link to the Service Level Agreement. Click OK to select the linked target set. The selected target sets appear in yellow. When you save the agreement, the linked target set is saved. To remove a linked target set, select the target set and click Remove. The selected target set appear in strikethrough text. When you save the agreement, the linked target set is removed. For Human Resources agreements, you can link target sets for Requests only. The list of available target sets includes only target sets with a matching module: For Human Resources SLAs, only target sets of module Service Request of type SLA are available For Human Resources OLAs, only target sets of module Service Request of type OLA are available Note: You can only select one target set to be linked to this Service Level Agreement.

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

Field	Description
Target Sets	The target set selected for the agreement is the same one selected in the Target Sets section in the General tab. You can select it from here also. The list of available target sets includes only target sets with a matching module: For Support OLAs, only the target sets of Type OLA with Incident/Support request or customized record type selected as Module are available. For Service OLAs, only target sets of module Service Request of type OLA are available.
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 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. Target sets. Select the target sets. The target sets selected should be with a same Module For Support OLAs, only the target sets of Type OLA with Incident/Support request or customized record type selected as Module are available. For Service OLAs, only target sets of module Service Request of type OLA are available. 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

Target Sets

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

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

For Support OLAs, only the target sets of Type OLA with Incident/Support request or customized record type selected as Module are available.
For Service OLAs, only target sets of module Service Request of type OLA are available.

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
- 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.
- Target sets. Select the target sets. The target sets selected should be with a same Module
  - For Support OLAs, only the target sets of Type OLA with Incident/Support request or customized record type selected as Module are available.
  - For Service OLAs, only target sets of module Service Request of type OLA are available.
- 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.

Click Save icon Save on the toolbar.

You can click the History tab to view changes to the selected record. For more information about history, see History.

How to edit a Service Level Agreement record

Service Agreements

Support Agreements

Human Resources Agreements

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