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Creating a new SLA will create an SLA with a main measure only. To create a new SLA, you need to do the following:
Open the Service Level Agreements browse window, and click the Insert New Record (
) button on the toolbar to open the Service Level Agreement edit window.
Complete the fields on the Header tab:
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Header |
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Code |
Specifies a unique code used to identify the SLA in On Key. |
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Description |
Provides a brief description of what the SLA is used for. |
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Site |
Specifies the site that can access the SLA. Use the 'VIRTUAL-GLOBAL' site if you want all sites to have access to the SLA. |
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Active |
Indicates whether the SLA is available for use in On Key. |
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Details |
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Is Same Day? |
Specifies whether the work order must be completed on the same day. Selecting this option overrides the normal working hours defined in the responsible staff member's calendar, and the affected asset's calendar. This is useful for critical work orders where the work must be complete on the same day that it was logged.
You must specify 'Log Before' and 'Complete By' times if this option is enabled.
Note: Artisans might be required to work overtime if this option is enabled. |
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Log Before |
Specifies the time before which the work order must be logged in order for it to be completed on the same day. In other words, if the work order is logged before the specified time, then its required by date is set to the current date, and the required by time is set to the time specified in the 'Complete By' field.
For example, if the Log Before time is 10:00AM, then work orders logged before 10:00AM must be completed on the same day, but before the time specified in the Complete By field. |
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Complete By |
Specifies the time that the work must be completed before if it was logged before the time specified in the 'Log Before' field. In other words, if a work order is logged before the date specified in the Log Before field, then its Complete By date will be set to the current date, and its Complete By time will be set to the date specified here.
For example, if the Log Before time is 10:00AM, and the Complete By time is 11:00PM, then work orders that are logged before 10:00AM must be completed on the same day before 11:00PM. |
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Main Measure |
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Description |
Provides a name for the main measure. This is the name that appears below the main measure on the work order's SLA tab. |
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Duration |
Specifies the overall duration for the SLA measure. In other words, it specifies how long it may take for the work order to transition from the 'Start Status' to the 'End Status'.
For example, if the duration is set to 024:00, and the Start Status and End Status is set to 'Approved' and 'Completed' respectively, then the work order's status must be changed to 'Completed' within 24 hours of being approved. |
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Calendar |
Provides a lookup of the asset or employees calendar which is applicable to the SLA's Main Measure |
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Start Status |
Specifies the work order status that activates the SLA. In other words, the SLA's 'timer' will start once the work order is set to this status. |
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End Status |
Specifies the work order status that deactivates the SLA. In other words, the SLA's 'timer' will stop once the work order is set to this status.
The work order will fail the SLA if it is not set to this status within the specified duration. |
Define the filter criteria using the Query Builder on the Query tab. This enables you to specify which work orders will be subject to this SLA.
Add secondary and additional measures on the Measurements tab.
Click the Save Changes (
) button on the toolbar to save the SLA.