Only Administrator user can create new Service Levels.

To create a new Service Level access the SLM tab in the Administration section and open the Service Levels tab. Click on the New Service Level button. This will open a popup window that allows you to adjust the following parametres:

1. Service level name: fill in the Service Level name and description if appropriate in the first tab
2. Operation time: to adjust the time when the Service will be available, fill in the table in this tab; you can choose the days and the times for every day. Settings in this tab allow you to set the days and hours when the incident escalation should apply, and to set the specific days on which the escalation does not apply. Blocked dates are typically used to designate holidays. These settings should be updated every year.
3. Setting hours of operation: By checking the days in the week you can decide to which days the incident escalation. applies. Working hours are the hours between “Starts At” and “Ends At”.
4. Adjusting a blocked date: To add a blocked date click “Choose Blocked Date” button and a calendar is displayed. Select a date and click OK. Selected date is in the blocked date list. If you want to remove a blocked date, select the date in the blocked date list you want to remove and click “Delete” button. The deleted date will disappear from the list.
5. Notifications: the Notifications tab allows you to adjust the notifications settings; the boxes on the right let you choose what happens when an incident occurs and the check boxes below let you adjust the settings for different types of users. Click the “Notifications” tab to define notifications that are sent throughout the life-cycle of the incidents the SL is associated with. Notifications are sent by email. Use this form to determine who will receive the notification e-mail message on the following events:
1. When the incident is created.
2. When the incident is reassigned to a different support representative.
3. When the incident is reassigned to a different support group.
4. When the incident is updated.
5. When the incident status changed (any status can be chosen).
6. Priority Escalation:Every incident can be connected with a certain priority. This tab allows you to determine how long an incident will stay within a certain priority pool. Moreover, every change in the incident status will be notified to the selected user. You can adjust the latter feature in the boxes beside every priority adjustment section.

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How do I modify Service Level information?

How can I select individuals or groups to be notified?

How do I set the Incident Priority Escalation Settings?

Tip:

If new Service Level is not visible immediately after creation, click the Refresh button and it should appear.