Configuring ChangeGear for SLAs

This section highlights the steps needed to set up ChangeGear for SLA Management. These steps involve enabling or adjusting the administrative settings in ChangeGear that impact SLA Management (e.g., SLA settings, Business Hours, and notifications). Open the Desktop Client and navigate to the Administration tab to perform the following steps.

  1. To enable the SLA Manager on the Web, you must enable the SLA Settings. Navigate to Global Settings and scroll down to the SLA Settings section. Check the box and click Save.

  2. If business hours and holidays are a factor in the SLA process, see the Defining Business Hours and Configuring Operating Schedules sections in the Desktop Client Help under Administration > Global Settings.

  3. Make sure the Notification Settings have been set up properly by scrolling to the Notification Settings section. Refer to the Notification Settings topic in the Desktop Client Help, under Administering ChangeGear > Global Settings for more information.

    • Verify that users have an active e-mail address associated with their accounts. Navigate to Security > Users to view the E-mail field on the User Details dialog, under the General tab.

  4. ChangeGear provides factory Communication Templates for each SLA stage (Warning, Escalation 1, Escalation 2, and Escalation 3). These templates are the basis for the e-mail format used for Notifications in each stage and can be configured.

    • To edit these Communication Templates, expand the appropriate module (i.e., Incident, Service Request, or Change).

    • Select Communication Templates and view/edit the SLA templates. Refer to the Communication Templates topicin the Desktop Client Help under Administering ChangeGear > Communication Templates.

  5. If you are logged in to ChangeGear on the Web, log off and log back in. The SLA Manager option now displays under the Other menu.

    Note: Only users in the Administrator role have access to the SLA Manager module.