Workplace Services / Service Desk /Service Desk Manager
Workplace Services / Service Desk / Service Contract Manager
Space / Space Inventory / Service Desk Manager (transaction method)
Space / Occupancy/ Service Desk Manager (transaction method)

Determine Ordering Sequence of SLA

All SLAs receive an algorithm-defined default ordering sequence.

The ordering sequence tells the system how to handle a service request that falls under multiple SLAs. For example, suppose you have an SLA for handling catering requests from a specific requestor, say, the company CEO. You also have an SLA for catering requests pertaining to the Finance department. If the company CEO requests catering is also a member of the Finance department, the request falls under two SLAs. The program examines the ordering sequence of these two SLAs, notes which SLA has the ordering sequence with the highest value, and applies this SLA to the request.

You can edit the default ordering in two methods:

• After setting the Response Procedures of the SLA, the program presents the Determining Ordering page, showing the SLA list for the current Request Type.
• You can run the Service Desk Manager / Determine Ordering Sequence of Service Level Agreements task from the Navigator. Choose the Request Type, and the system presents the SLAs of this request type for you to order. See Determining the Ordering Sequence of SLAs

With either method, the system presents a screen on which you can manually modify the default ordering sequence of the SLAs by clicking the up and down arrows for each SLA.

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